Case Study: Ganley Systems (Connectivity Support) [ Website ]

Ganley Systems designs and markets turnkey public wireless hotspot technology designed for the hospitality industry. Their unique solutions combine wireless access points and proprietary software to create reliable wireless networks. Once deployed, their “Check Box Wireless Routers” make setting up and managing wireless Internet access easy and affordable.

The Challenge:
Ganley Systems’ resources are focused primarily on development and sales. However, they knew that providing 24/7/365 end user support would also add value to their products. With each installation capable of handling hundreds of simultaneous users (on a variety of operating systems), it is easy to see how troubleshooting could quickly overwhelm both Ganley Systems and their clients.
How could Ganley Systems deliver cost effective 24/7/365 technical support for their clients’ guests?

The Strategy:
By outsourcing front line technical support to PC Helpline, Ganley Systems had instant access to our extensive help desk management experience, refined tools and procedures and skilled pool of technicians. Since help desk staff were trained in troubleshooting wireless networking, front line customer support could be up and running in as little as two weeks.
Most importantly, an account manager from both companies was appointed to oversee ongoing communications. This ensured that the contract ramp up was handled efficiently, from tailoring procedures to contract specific technician training.

The Result:
Ganley Systems has been able to quickly and cost effectively add 24/7/365 front line support with minimal impact on internal resources while a simple pricing model keeps monthly support costs predictable.