How Arraya Solutions Achieved a 3x Increase in Customer Satisfaction with Booth’s Dedicated IT Teams
About Arraya Solutions
Industry: IT Solutions & Services
Arraya Solutions provides IT lifecycle services across data center, cloud, and cybersecurity.
Their mission is to help clients maximize IT investments and drive business growth through technology partnerships.
IMPACT STORY HIGHLIGHTS
“Booth’s solution enabled a dedicated team in the Philippines for seamless off-hour operations, driving a remarkable 3x increase in customer satisfaction. Their availability and responsiveness have elevated our service quality, resulting in stronger customer relationships and business expansion.”
John Kilgore
VP of Operations, Arraya Solutions
The Challenge
John Kilgore, VP of Operations at Arraya Solutions, faced a critical challenge: enhancing customer satisfaction amidst talent shortages in North America, particularly for roles requiring 24/7 support.
Arraya needed skilled professionals willing to work non-standard hours to meet customer demands and maintain service excellence.
The Solution
Leveraging Booth's support, they established a dedicated customer support team in the Philippines, ensuring 24/7 service.
Through Booth's careful selection process and cultural alignment efforts, they built a team that shared their customer-centric values. This offshore team, handling critical IT functions, tripled their customer satisfaction scores, boosting retention and growth.
The Results
The collaboration with Booth provided a strategic edge, allowing for agility and scalability within their dedicated team. This enabled them to proficiently manage critical IT functions resulting in a remarkable threefold increase in customer satisfaction.
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