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Home / Case Studies / Source Guardian

Source Guardian

SourceGuardian is a PHP encoder that sits right at the top of its market. With few rivals and a large target audience, SourceGuardian finds that they are inundated with support requests and technical queries. With hundreds of new customers every month, and a following of thousands, SourceGuardian needed a way to manage vast numbers of support tickets that was organised and made ticket tracking easy.
Viono Connect was able to provide a web-based held desk that lets SourceGuardian stay on top of their support demands by grouping tickets and effortlessly combining ticket threads. SourceGuardian are also able to easily pass tickets between various members of the team depending on the knowledge needed to answer those tickets. Assigned tickets are easy tracked and agents can leave comments that can only be seen by other agents in the help desk to aid the resolution of support requests.
SourceGuardian have been able to power through an immense amount of tickets since they started using Viono Connect and have got things under control. They're now more easily able to separate out technical support requests from new enquiries and sales questions so that the team can pull together as a whole to provide top notch customer service.
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