Scooto works in support operations for a world leader in industrial testing instruments and tools, whose headquarters are located in Everett, Massachusetts.
The focus of the operation is to provide service to customers seeking help related to the products they have purchased, such as support for repairs, exchanges, technical delivery and spare parts. Project Manager Jacqueline Souto says that the operation also provides support for clients outside Brazil.
“We provide assistance to customers who ask for help with any support-related issue. We also serve customers from outside Brazil who contact us looking for solutions to problems with the products. It’s a trilingual operation. (Jacqueline Souto, Project Manager at Scooto)
In ten months of operation, the Average Response Time has been reduced by 80%, from 7 waiting days to just 1 day.
Jacqueline says that achieving this significant optimization in service was challenging and, despite the great progress, there is still work to be done. Scooto is focused on further optimizing this service and delivering answers to customers within 6 hours.
