Lithys 2018: VIAVI Solutions - Support Savings Titan

Lithys 2018: VIAVI Solutions - Support Savings Titan

Untitled design (99).pngCompany: VIAVI Solutions

Company background: VIAVI Solutions is a global leader in both network & service enablement and optical security and performance products and solutions. Our technologies contribute to the success of a wide range of customers – from the world’s largest mobile operators and governmental entities to enterprise network and application providers to contractors laying the fiber and building the towers that keep us connected. With the deep expertise necessary to deliver unparalleled physical and virtual network intelligence, VIAVI Solutions helps service providers, enterprises, and their ecosystems, to deploy, maintain, optimize, and evolve the most complex and powerful networks on the planet. As pioneers in fiber testing and characterization, VIAVI has a long history of successful collaboration with communication companies to help make our lives rich and productive by supporting networks that connect people, entertain us, and enhance our security.

Contact: Denise Chapman

Title: Community Manager

Related URLs: <Add supporting URLs of your community, social channels, campaign sites...>

Lithy category: Support Savings Titan

1. Tell us how you are implementing digital technologies (e.g. community and/or social media management) for social care to meet your customer care business goals. Please highlight unique programs, technical upgrades and/or API usage to help reach these goals.
We replaced a ticketing-based approach to customer support with a Jive enabled, open access customer support community. The community provides an easy to use interface for customers to access the information in SFDC and other legacy knowledge base platforms. The customer support portal has dramatically changed how customers interact with our technical support function.

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2. What changes in your customer care organization were implemented because of cost reductions based on your community and/or social media management for service platform?
With customers being able to find answers online, our call volume decreased dramatically. We’ve been able to reduce the number of employees in our technical assistance center and focus the remaining employees on handling complex cases. We have introduced enhanced search functionality and an easily accessible browse mechanism so that customers can get to the information they want quickly.

VIAVI acquires one to three companies per year and our new approach has allowed us to dramatically improve the time it takes to integrate new acquisitions into our support structure.

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3. What are your customer care and business results in quantifiable metrics? Include support savings metrics (e.g. cost savings, decreased response time, call deflection, reduced case escalations, and increased agent productivity).
Our current deflection rate is 54% and trending up. We have approximately 900 visitors weekly, close to 1000 sessions, with an average session duration of almost eight minutes. Best of all, only a fraction of visitors leave the support portal to access to open a ticket.

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