Case Study: GBC Blue (Thin Client Support) [ Website ]

GBC Blue is a leader in providing the hospitality industry with secure, state of the art guest-use personal computers for both public space and guestroom deployments.
With emphasis on guest security, privacy, and equipment reliability, GBC Blue has created an enterprise wide guest-use computer system with flexible business models designed to fit any hotel's guest-use policy, be it charge-for-use or free-to-guest.

The Challenge:
GBC Blue approached PC Helpline with the need for quality, professional 24/7/365 technical support. As with all successful businesses, GBC Blue was growing and needed a fast pace support company that could “keep up” with the growth. It was mission critical to find a company that not only provides the phone support, but actively work towards reducing overall turnaround call times and decrease escalations – which directly results in increased customer satisfaction. PC Helpline was able to accommodate to their needs.

The Strategy:
PC Helpline began providing support for GBC Blue in October 2004. Since then, they have offered an outstanding service to all customers with all ranges of questions. An account manager has been appointed from each company to oversee the daily operations and handle the initial contract spin-up and training documentation. The Account Managers frequently conduct analysis meetings to discuss the desired business objectives of higher customer retention & sustained loyalty.

The Result:
PC Helpline established a focused approach to customer support through active problem reporting which enabled significant cost savings for the client. PC Helpline was able to improve the efficiencies of the client's support services by delivering:

• Detailed problem reporting and outage notifications
• Error trends & vulnerability monitoring
• Developed knowledgebase to increase agents efficiency
• Lowering escalation rates
• Increased customer satisfaction and loyalty

GBC Blue can now focus on optimizing their internal resources through an external, near-shore solution – PC Helpline.