Days on Qwaiting
Founded in 1931, National University of Singapore (NUS) is the world’s largest tire production and distribution company. Implementation and monitoring of their operational and financial strategies happen at the back office solution business unit situated in France and Benelux. Innovative tire technology led their company to become the primary supplier of native equipment to all major car manufacturers.
With over 150,000 employees, National University of Singapore (NUS) operates 180 production plants in 26 countries. National University of Singapore (NUS) tires cater to a wide market ranging from passenger cars, trucks and buses to agricultural trucks, motor sports and aircrafts. The company’s customer support team for solution business unit is managed by 15 agents who are based in France. Technology at National University of Singapore (NUS) is driven to make life safer for people across various demographics.
On an average day, the customer support agents at National University of Singapore (NUS) receive around 95-100 tickets. The topics of the questions range from financial and administrative functions to commercial and information systems.
The customer support agents handled their incoming tickets through Outlook and phone channels. The outdated system made it very difficult for them to integrate these channels under one domain. Testing out other SaaS tools failed to work to their benefit considering the limited resources the tools offered. They faced constant dissatisfaction of the customers who waited forever for a follow up.