How a Non-Profit Organization eliminated their backlog of helpdesk tickets and increased their customer satisfaction!

About the Company

The client is a non-profit organization that is dedicated to ending sexual, physical, and emotional abuse on behalf of athletes everywhere.

Pain Points

50+ sports organizations across the United States, and over 3 million training delivered across those organizations.

  • The former contractor couldn’t deliver the support they needed for their company and created a backlog of tickets.
  • Slow turnaround time on tickets.
  • The previous contractor was not resolving tickets correctly.
  • Poor communication from the previous contractor.

Taokym As A Solution

Results

TAOKYM agents and staff have resurrected and elevated our support offering.

“We are very proud to partner with such an immensely talented team of caring, passionate, and meticulous people who put people first. We would not be where we are today without TAOKYM as our teammate, ally, and friend.”

TAOKYM cleared the remaining tickets from the previous contractor.

“The good news is that we are in the very last stage of getting caught up from
the backlogs. You all have done an AMAZING job tackling these tickets.”

TAOKYM helped them raise their CSAT ratings from different sports organizations /departments.

Results

Approximately 1,600 backlogs were cleared in a span of 50 days while maintaining the current queue.

CSAT score exceeded expectations from a 4.5 average rating to 4.9.

The Client’s SLA response times and resolution times are above their projected goals.

The Client entrusted the tier 2 tasks to Taokym as well.

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