At InterSystems, our dedication to the success of our customers is exemplified by the Worldwide Response Center (WRC) which provides expert technical assistance to our clients 24 hours a day, 7 days a week. So, if you’re not familiar with the WRC, Shree Mohan, our WRC UK Support Manager is here to tell you a bit more about it:

 

What is the WRC?

The WRC supports all InterSystems products and enables individuals to get in touch via our website, email or phone. Importantly, the WRC provides customers with a single point of contact to ensure they speak to one individual who has a clear view of their issue throughout their WRC experience and is able to find out how to resolve it.

Our support team members follow simple and effective rules and never compromise on customer service. We aim to provide a ‘wow’ experience putting the customer in control of the entire process; from setting the priority of their issue to determining when the case should be closed; which sets InterSystems apart.

We understand that our customers have mission-critical services and it’s vital any issues they are experiencing are resolved as quickly as possible. That’s why our advisors are empowered to spend as much time as necessary working on a problem and will pick up the phone as soon as possible to find out more information to get to the heart of the issue. The support specialists are encouraged to spend time with clients and rewarded for excellent client experience rather than the volume of customers they deal with.

We’re committed to engage with enquiries within 30 minutes and calls are dealt with in less than 15 minutes, but I can let the effectiveness of the WRC service speak for itself:

  • 50% of all queries are resolved in a single action, whether that’s a call or email;
  • A further 30% are solved on the same day;
  • The remaining 20% of queries are resolved within a few days, in which we recreate the customer’s environment and issue in order to problem-solve.

On average, the WRC takes over 1,000 calls a month, a number that is decreasing as our customers get to know our products and features in more detail.

Who are WRC advisors?

Our support specialists possess attributes of commitment to helping people, a passion for problem solving and empathy. Each of our advisors has a unique way of looking at problems which helps them solve complex issues. It’s essential for a support specialist to be able to understand the customer’s needs and how best to support them and their end customer, which is why our entire team places itself in the customer’s shoes and does the utmost to get things resolved as soon as possible.

The WRC supports partners in their long-term success so, with many of them counting on us to be there whenever and wherever, we’re always on hand when they need us. In fact, many of our customers come to think of the WRC as an extension of their team, consulting the WRC on key decisions and the best way in which to do things.

The wider community

Often, queries to the WRC highlight a lack of awareness of a product or its features, which is why when we receive several enquiries of a similar nature, we publish articles to share with the wider community to help other customers experiencing the same issues. We also encourage our customers to share their solutions and insights with the wider InterSystems Developer Community to allow others to benefit and educate themselves about how to get the most out of our products.

The end game: Customer satisfaction

Once their case is closed, every customer is sent a survey to gather feedback in order to improve the service offered by the WRC. Currently, our average feedback rating is 9.8/10 – a testament to our support specialists. Every week, senior management reviews this feedback and any comments or suggestions provided are taken on board to ensure we continue to go the extra mile for our customers.

The WRC offers global support, 24/7, 365 days a year. If you want to get in touch with a question or query, visit the WRC portal.


Shree Mohan