Ceridian, a global business services company, was looking to streamline its 50-to 90-day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day.
Ceridian HR Payroll Services chose to use the LogMeIn Rescue remote support solution during their implementation process and for ongoing support of mission-critical systems. LogMeIn Rescue improves support, while also helping to reduce customer demands on that support. Since using Rescue during their implementation process, and for ongoing support, Ceridian has improved customer training and first call resolution rates, which has resulted in a decrease in call center volume of about 5%. Internal surveys show that, with Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%.
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