DronaHQ
Case Studies
Optimizing Customer Support Operations with IoT: A Case Study on Endy
Overview
Optimizing Customer Support Operations with IoT: A Case Study on EndyDronaHQ |
Application Infrastructure & Middleware - Database Management & Storage Infrastructure as a Service (IaaS) - Cloud Databases | |
Equipment & Machinery Marine & Shipping | |
Procurement Sales & Marketing | |
Time Sensitive Networking | |
Operational Impact
The adoption of DronaHQ has significantly improved the operational efficiency of Endy's customer service team. The tool has made the jobs of the customer service team much easier as they can go to one place (app) whenever they need to initiate a request stemming from a customer order, rather than going to various different Google Sheets to document issues or file requests manually. The tool has also increased the accuracy of the information entered, which is crucial for reporting. The MS SQL integration in particular resulted in a better experience for the customers since they no longer need to provide this. DronaHQ has been a huge productivity booster for the team by helping them connect the dots between the various customer and internal team touchpoints so that they can focus on what matters. | |
Quantitative Benefit
The tool increased the accuracy of the information entered, crucial for reporting. | |
The customer service team is using the tools multiple times every day. | |
The internal process for submitting a request or documenting an issue is now much simpler and faster for the Customer Service Team. | |