Manufacturing teams often rely on emails, messengers, spreadsheets, and phone calls to handle internal support requests. It may work at first, but as the number of requests grows, tasks start getting lost, priorities become unclear, and managers lose visibility.
In this case study, we’ll show how a manufacturing company moved its support process to Upservice, brought all requests into one system, and reduced resolution time by 38% in just 3 months.
In this case study, we’ll show how a manufacturing company moved its support process to Upservice, brought all requests into one system, and reduced resolution time by 38% in just 3 months.
About Company
Client: A manufacturing company
Industry: Electronic components manufacturing
Employees: 150
Support requests: ~250 per month
Assignees: 3 people from the internal technical support team
Industry: Electronic components manufacturing
Employees: 150
Support requests: ~250 per month
Assignees: 3 people from the internal technical support team
What Challenges the Company Faced
Before implementing Upservice, the technical support team received requests by email, through Telegram, and simply over the phone. All requests were recorded manually in Excel.
This approach worked up to a point, but then the same problems started appearing again and again:
This approach worked up to a point, but then the same problems started appearing again and again:
- Requests were getting lost or duplicated;
- Employees did not understand whether someone had already taken their request into work;
- The support team struggled to track priorities;
- The manager had no clear way to see who was working on what and how much time each task took.
“It felt like we were constantly putting out fires. One person would message us, another would call, and sometimes we only remembered a request when someone came back with a complaint,” recalls Michael Turner, Head of Technical Support.
How They Chose a Solution
The company started looking for a simple and easy-to-use tool that would work for both office employees and warehouse technicians.
They needed a system that could:
After a short test during the free trial period, the company decided to implement Upservice.
They needed a system that could:
- Receive requests from email and Telegram;
- Track task status and priority;
- Provide clear reports for management;
- Be implemented quickly, without long setup or training.
After a short test during the free trial period, the company decided to implement Upservice.
How the Implementation Went
The implementation took 2 days.
The team configured request categories, priority levels, and basic notification templates. Email and the Telegram bot were connected right away, which made it possible to collect all requests in one place without losses or duplicates.
The team also completed two remote training sessions by video call. After that, all employees started working in the new system.
The team configured request categories, priority levels, and basic notification templates. Email and the Telegram bot were connected right away, which made it possible to collect all requests in one place without losses or duplicates.
The team also completed two remote training sessions by video call. After that, all employees started working in the new system.
What Changed After 3 Months
- Request resolution time decreased by 38% thanks to automatic assignment and transparent tracking.
- No requests are lost anymore because employees can see the status of their requests themselves.
- Response time for urgent requests improved — for high-priority requests, SLA is met in 97% of cases.
- The manager can now see each employee’s workload and balance tasks more effectively.
“We finally got rid of the chaos. Now we can see who is working on what, and people no longer feel like their requests are disappearing into thin air. Everything is clear and under control,” says Michael Turner.
What’s Next
The company now plans to start measuring technical support quality through automatic requester surveys. They also plan to expand the use of Upservice to other departments.
The first step will be implementing it in the engineering design department to manage and track internal work tasks.
The first step will be implementing it in the engineering design department to manage and track internal work tasks.
Want Similar Results?
Your technical support team can also work much faster — without chaos, lost requests, or manual control.
Upservice helps companies move from Excel and messengers to a transparent system in just a couple of days: requests are not lost, employees are happier, and managers can see the full picture.
Start with a free trial and see how much faster your support team can work.
Upservice helps companies move from Excel and messengers to a transparent system in just a couple of days: requests are not lost, employees are happier, and managers can see the full picture.
Start with a free trial and see how much faster your support team can work.
