Beyond Enterprizes – This is how we delivered digital customer support services to a worldwide organization for over 2 years.
Digital customer support services for a Global Company
The Project
Are you familiar with online courses? If so, have you ever enrolled in an online course?
Chances are that you did, especially in a market estimated to reach $457.8 Billion by 2026 with a 10%+ CAGR between 2020 and 2026 (Global E-Learning Industry Report, May 2021).
Nowadays, online trainings are easily accessible to everyone, and the organizational and administrative work that is placed into coordination with all components which lead to an online course delivered to you are often unknown.
In this case study, we are shedding light on what it takes to make online trainings available, and how our team at RebelDot is actively contributing to making hundreds of trainings available.
How we offer digital customer support services
For more than two years now, we have been actively engaged in supporting an online learning group in their journey to a more advanced technology adoption.
Here is how it all rolls out:
Once a training is taken into consideration, our team makes sure all events are staffed properly, over global time zones and multilanguage options, with internal or external trainers. Managing all the details related to the event, while making sure everything is properly set up.
If it sounds quite straightforward, imagine this is happening for more than 7000 individual events each year. We were able to resolve any constraints regarding availability, time zones, trainer preferences, client needs and recently developed, health-induced risks.
Nevertheless, the team manages to plan and setup all the events within the agreed service level and with 99.5%+ accuracy, performing for our clients.
What we can do for you
We were happy to be part of the unseen “heroes” who make sure the events are there to enjoy and benefit from. Our team is extremely stable, the retention within is over 90%, with a visible effect on continuously improving sessions of higher complexity, being easily absorbed.
Whether you have attended an in-person or an offline event, if you are a client, a partner or an employee of this, chances are that we have interacted without even knowing it.
If you would like to learn more about how we can support your back-office processes, accurately and on-time with a stellar retention within the team, feel free to contact us at getintouch@rebeldot.com.
