Customer Support Software Provides Efficiency and Savings for Avaya Partner

“Cynergy’s Help Desk Software has saved us over $100,000 Per year, streamlined our sales process and improved communications with the staff. I just couldn’t run my business without it.”

Confusion and Wasted Time

Eastman Technologies is a certified Business Partner of AVAYA. As a provider of best in class products and services in the communications industry, it is their daily commitment to take care of the customers who entrust them with the most critical part of their business, their communications systems. Technical assistance and problem solving is provided by Eastman Technologies on site engineers. As recently as 2002 Eastman Technologies was using a white board and a daily meeting to give assignments to their engineers and track their schedules and completed jobs.

By the time the engineers fought the morning rush hour traffic of Los Angeles, arrived at the office, obtained their customary doughnuts and coffee, greeted one another, and then got down to business, it would be 8:30 or 9:00 am. Then they had to attend a meeting for discussion and assignments of who was going where and when. Another hour was gone before they even got back on the road, headed for the customers’ sites. “Watching all those overhead dollars go out the window was driving me crazy,” recalls Carol Spowart, President.

Removal of the White Board Saves Money

Eastman Technologies purchased Cynergy Customer Support Software and transformed the way the on-site engineers operate. Eastman Technologies customers log directly into the help desk ticketing system, answer a few quick questions, and give any other pertinent information. This generates a trouble ticket and initiates the assignment. The job is assigned to an engineer and shows up on his personalized DashBoard (on his computer) or BlackBerry® email system within minutes of the customer’s asking for help. The next morning (or even later that day) he drives straight to the customer’s job site. As soon as he completes the work for the customer, he can print off a ticket and request the client to sign off or he can collect the service fee on the spot.  Having an efficient customer support software has saved tons of time and money in collections as well.

From there, he reports the job complete and proceeds to the next job assignment. Meanwhile, the dispatcher can keep track of where each engineer has been and is presently and when each job is completed. All scheduling is done in advance. Carol reports that “having Cynergy Customer Support Software has saved the cost of an extra engineer. The cost of that labor, vehicle, maintenance, and overhead represents at least $100,000 per year.”

Improved Processes and Communications

Carol was so happy with Cynergy Help Desk, she added Cynergy Sales Manager three years later. Because Cynergy Software is modular, each module can easily be used alone or in tandem with other modules. Cynergy Sales Manager allows Carol to see where her salespeople stand on each of their sales and how much business is projected to close by the end of the month and quarter. Additionally, her sales people can easily check the status of a current customer in Cynergy Ticket before they go to the customer site for upgrade calls. Not only have Cynergy Help Desk and Cynergy Sales Manager saved Eastman Technologies money, they have changed the way Telcom does business, improved their customer relations, streamlined their sales process, and improved communications throughout the company.