The Client And The Problem: A large worldwide manufacturer of high-end electronics goods was being pinched by its own success. The company sells over half a billion dollars of consumer electronics annually, but it did not have enough service and technical staff to effectively run an internal call center and deliver quality customer service. Retailers were pressuring this manufacturer to increase its call center capacity. The company decided to work with Goodbay Technologies Inc.

Goodbay And The Solution: Within weeks of signing an agreement, Goodbay agents were applying their years of knowledge and experience in electronics to support DVD Players, LCD TV's and a variety of other items. Goodbay achieves over 95% first call resolution rates even on the heaviest of days like Black Friday after Thanksgiving and after Christmas.

Goodbay's in-house software development team designed custom tracking and reporting applications to help the firm's product engineers identify problems and develop improvements for future products. Goodbay's reporting integrated seamlessly into the client's database to enable them to reship products and fulfill warranty obligations.

Satisfied Client: Goodbay Technologies' accountable management team and dedicated staff make these results repeatable and scalable for all clients, new or existing. This electronic manufacturer is happy with the Goodbay relationship and continues to send additional products for servicing.

The Client And The Problem: In 2004 a leading software firm offering security solutions to America's largest banks was being inundated with technical support calls from tens of thousands of users. The company was growing rapidly and needed a solution quickly because the volume was too great for them to handle. Users were leaving voice mails that were not returned, service representatives were strained, and callers were becoming increasingly irate. This firm reached out to Goodbay Technologies Inc.

Goodbay And The Solution: Goodbay learned the client's software applications within two weeks. Support ranged from simple user login issues to in-depth printing and e-mailing questions. The client's in-house staff could only resolve 70% of the incoming volume in the first call. Within 3 months, Goodbay learned and provided phone support up to Level 3 problems and covered over 99% of all customer inquiries in the first call, far exceeding the client's expectations.

In addition to providing an accountable management team and well-spoken staff, Goodbay's software development team created a customized online reporting tool. This allowed the client to monitor and respond to all escalated service tickets in real-time adding a layer of customer satisfaction that was not seen in the past

Satisfied Client: Goodbay Technologies quickly proved its dedication and aptitude in becoming a valued business partner. Overall satisfaction with Goodbay is very high and customers frequently remark on the quality of service. They are still a client of ours.