Establish NetSuite Support Structure
Kohlen Say
Technical Support Specialist
Customer Support Representative
Systems Engineer
Freshdesk
NetSuite
Zendesk
Appficiency
Established a NetSuite support structure and process for multiple clients.
Results:
Set up or procured a support platform for ticketing, response tracking and reporting (NetSuite Cases, Freshdesk, Zendesk)
100% ticket/case automation
Formally aligned Service Level Agreements and Organization Level Agreements as per the client's requirements
Average resolution time of 3 working days
Average initial response time of 2 hours for priority 1 & 2 issues
Average of 15 hours for lower-priority issues
