Transforming Customer Service: A Case Study on Cutter Group's Success

Cutter Group, an IT solutions provider, was founded in 2005 with a customer-first approach to service. The company designs, deploys, and supports virtual infrastructure for organizations across various industries. However, Cutter Group faced challenges in maintaining its high standard of customer service due to the increasing volume of customer queries and the complexity of their needs. The company was using an open-source internal helpdesk system, but with the implications of GDPR compliance, it was necessary to invest in a more robust support platform. The company also needed a system that could handle the influx of tickets from larger customers and provide exhaustive monthly reports on support metrics. The COVID-19 pandemic further complicated matters as the company saw a 40% increase in support volumes due to customers shifting to remote work.

Cutter Group is an IT solutions provider that was founded in 2005. The company stands out in the IT industry for its customer-first approach to service. Cutter Group designs, deploys, and supports virtual infrastructure for its customers, which includes desktops, servers, storage, backup, replication, remote access, and more. The company works with organizations across a wide range of industries, including healthcare, public sector, manufacturing, education, and production. Cutter Group enables these organizations to set up centralized, virtual computing solutions. The company has always been a remote organization, which has given it flexibility in terms of hiring and passing savings onto the end-customer.