Case Study: After Hours Support

A long -standing architect/engineering client of CTM’s wanted extended after hours support, and with options offered for the client to choose from, they were happy with their final choice for after hours scheduling.

A client of CTM’s since 1991, worked with our Emergency Services team to find an after-hours support configuration that worked for their travelers and leadership team.

Overview

A large architecture/engineering client of CTM’s wanted to provide additional after-hours support for their travelers, and were happy with our team’s recommendations for a reconfigured version of their after-hours staffing.

Challenges

The client wanted a better (shorter) hold time for their afterhours hold times and email support response time. The Director of Contracts & Procurement did not want the solve for executives only; they were concerned with all staff receiving extended and improved after hours support.

Solutions

CTM worked quickly though 12 options for after hours support to the client to consider, so that they could choose from different staffing coverage/costs that would best fit their needs. The client started with their chosen after hours coverage options, based on CTM’s recommendations. Once their chosen service configuration was implemented, hiring for their new after hours team could begin.

Results

The client’s new after hours service configuration has been going great since it went live. The coverage they chose was extended hours support for call/emails, with dedicated staff members. The client has presented at CTM Advisory meetings to share their success story, and offer the option to share in the model with them.