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Rolling Meadows, IL — After firmly establishing the state-of-the-art efficiency of ABShelp™, ABS has landed another major client in Master Lock. The Milwaukee-based padlock and security company opted for the internally developed ABS solution, which provides remote 24x7 technical support, because of its flexible integration with their current call tracking tool as well as its built in upscaling of service levels. The client's objective was to retain as much as possible of their current process including software, connectivity, and work flows that ABS will augment with a sophisticated telephony routing system. "We offered Master Lock our call-back response methodology," says ABS Account Manager Bill Barron. "This has been effective in reducing client costs for after-hours support while maintaining productivity." The procedure provides both phone and on-site support, including home support to over 200 executives, with outstanding success, high customer satisfaction, and a dramatic impact on their bottom line. During standard operating hours, ABS' Helpdesk Support Center will provide remote routing support and Dispatch Services to Master Lock response personnel as needed. In addition, an after-hours escalation procedure will be established and programmed into ABS' system, adding two additional levels of back-up response. Though Master Lock analysts estimate that 98% of the call volume occurs during standard operating hours, the remaining 2% of after-hours calls tend to be mission critical, which renders a well-designed escalation procedure absolutely crucial. Master Lock selected ABS because they wanted to work with a vendor who is experienced in help desk services, possesses the subject matter expertise to continually optimize support, and provides the flexibility and commitment to adapt and grow the program to meet Master Lock's changing needs. Founded in 1982, ABS is the leading provider of high level IT solutions to major corporations. The company serves America's most dynamic businesses with on-site and on-line helpdesk, network, and deskside support. The new Web-enabled Help Center expands ABS' capability worldwide and meets the needs of a diverse and dispersed IT environment. For more information, access the ABS home page at http://www.abs-inc.com. As the largest global manufacturer and marketer of padlocks, Master Lock continues to build quality and value into its expanding lines of security products. Long a leader in the sportsman, home and yard, school, and commercial markets, Master Lock has recently entered the automotive, computer and private label security markets. As safety and security gain importance with the world's consumers, Master Lock continues to develop products that offer smart security solutions. They can be found on the web at http://www.masterlock.com. |
