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Using Technology to Improve Fax Delivery
The Company
Back4U designs, manufactures and markets innovative data storage
solutions that help personal computers manage backups and projects.
The Back4U technical support centre receives over 1,000 calls each day
from customers requesting assistance on the popular Back1, Trump and
Trio removable media drives.
The Problem
Upon introduction of their popular products, Back4U technical support
staff found themselves manually faxing over 14,000 technical
assistance documents each month. Faced with hiring additional
employees to handle the rising call volumes, Back4U sought an
alternative solution to what was becoming a very expensive information
fulfilment problem.
The TraiTel Solution
Back4U started using the TraiTel service for their technical support
centre. Today, the system handles approximately 22,000 requests each
month. "Without the TraiTel service in place, we would have to hire
additional employees to handle this job manually," says John Simmons,
Information Systems Administrator at Back4U. "Right now the call
volume is rising very rapidly. With the TraiTel service in place, we
are able to meet this rising demand. From a support perspective, the
TraiTel service is the perfect solution."
"Right now, the number of customers contacting Back4U is growing very
quickly.
Last month we sent out 8,000 faxes, this month we expect to send
8,500.
The TraiTel service handles our constantly growing work load extremely
well, we haven't had a single problem so far and our customers are
always commenting on how efficient our customer service is.
We do all this at a very low monthly cost, save money on printing
costs and best of all the streamlined-low cost for sending faxes is
the best in the market - bar none."
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