Contact us:

SELLBYTEL Group
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.de

+49 911 9339 0

Local business hours
07:30 to 18:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T06:30:00Z to 2014-01-01T17:00:00Z

SELLBYTEL Asia
Riverside Point
30 Merchant Road, #03-12
058282 Singapore

info@sellbytel.com

+65 6533 2200

Local business hours
08:00 to 20:00 (GMT +08:00)
Business hours in your timezone
2014-01-01T00:00:00Z to 2014-01-01T12:00:00Z

SELLBYTEL APAC
Riverside Point
30 Merchant Road, #03-12
058282 Singapore

info@sellbytel.com

+65 6533 2200

Local business hours
08:00 to 20:00 (GMT +10:00)
Business hours in your timezone
2013-12-31T21:00:00Z to 2014-01-01T09:00:00Z

SELLBYTEL Group GmbH
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group
Lighthouse Vltava Waterfront Towers
Jankovcova 1569/2c – 170 00
Praha 7, Prague, Czech Republic

info@sellbytel.com

+420 296 73 6200

Local business hours
08:00 to 18:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T17:00:00Z

SELLBYTEL Group
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
8:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group, S.A.
Avda. Diagonal 197 1ª
08018 Barcelona, Spain

info@sellbytel.es

+34 93 400 5000

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group
Av. Prof. Cavaco Silva, Edificio Qualidade Bloco A2
Tagus Park
2740 296 Porto Salvo – Oeiras, Portugal

info@sellbytel.com

+351 21 0118 920 / +351 21 0118 922

Local business hours
07:00 to 21:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T21:00:00Z

SELLBYTEL Communication Group OOO
Building 10
Derbenevskaya Embankment 7
115114 Moscow, Russia

info@sellbytel.com

+7 495 787 9493

Local business hours
08:00 to 20:00 (GMT +04:00)
Business hours in your timezone
2014-01-01T04:00:00Z to 2014-01-01T16:00:00Z

SELLBYTEL Group, S.A.
Av. Diagonal 197
08018 Barcelona, Spain

info@sellbytel.es

+34 93 400 5000

Local business hours
08:00 to 18:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T17:00:00Z

SELLBYTEL Group GmbH
Großweidenmühlerstraße 36
90419 Nuremberg, Germany

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group GmbH
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Communication Group OOO
Building 10
Derbenevskaya Embankment 7
115114 Moscow, Russia

info@sellbytel.com

+7 495 787 9493

Local business hours
08:00 to 20:00 (GMT +04:00)
Business hours in your timezone
2014-01-01T04:00:00Z to 2014-01-01T16:00:00Z

SELLBYTEL Group GmbH
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group, S.A.
Avda. Diagonal 197 1ª
08018 Barcelona, Spain

info@sellbytel.es

+34 93400 5000

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

Brett Leonard
Vice President of Business Development
555 Market Street - 17th Floor
94105 San Francisco, CA

Brett.Leonard@sellbytel.com

001 415 205 8255

Local business hours
to (GMT -07:00)
Business hours in your timezone
2014-01-01T08:00:00Z to 2014-01-01T08:00:00Z

SELLBYTEL APAC
Riverside Point
30 Merchant Road, #03-12
058282 Singapore

info@sellbytel.com

+65 6533 2200

Local business hours
08:00 to 20:00 (GMT +12:00)
Business hours in your timezone
2013-12-31T19:00:00Z to 2014-01-01T07:00:00Z

SELLBYTEL Group
Edificio Qualidade A1 - A2 Bloco A2
Tagus Park
2740 Porto Salvo - Oeiras, Portugal

+351 21 454 1899

Local business hours
07:00 to 21:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T21:00:00Z

SELLBYTEL Group, S.A.
Avda. Diagonal 197 1ª
08018 Barcelona, Spain

+34 93400 5000

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

Starting position.

“Our first-level support has to become first class.”

The aspiration of our client, a worldwide leading German bank, was quite apparent. The assignment: HELPBYCOM was to take over and optimize the entire technical support for e-banking.

Client

Worldwide leading German bank

Employees: 10,001 +

Location: Germany

Listed company: Yes

Product portfolio:

Support

Products:

  • 1st Level and 2nd Level Support
  • Technical Field Service

Challenge.

Take the following scenario: a call to the technical service desk of the major bank. On the line is the worried financial accountant of a large automobile group. His worries are indeed justified. There are technical problems with the transfer of salaries – thousands of employees would be affected by this. The example clearly shows that the technical support needed to be prepared for anything and trained to an outstanding level.

And that is our special area.

Result.

When employees ring our client with a problem concerning their technical support, they want solutions – and they want them fast: Simply operating a technical service desk on a regular basis is a huge task. In this case, it was accompanied by the complete takeover of an ongoing process. Yet thanks to its many years of experience, HELPBYCOM was able to cope with this challenge to the client’s complete satisfaction. Furthermore, the increases in efficiency achieved by HELPBYCOM were able to significantly reduce costs.

Friendly takeover.

The best takeover phase is that which nobody notices. It started with a transition team. Experts from a wide variety of departments, such as IT, Training, Operation and Account Management, worked on migrating the technical support – at full stretch and with success: the takeover took place smoothly and swiftly. The support became even considerably better than it had been previously.

Train hard.

Money and highly qualified employees have one thing in common: you want to hold on to them. The first task therefore was to prevent the existing IT specialists from moving away. Then the profiles of the support levels were sharpened: the employees received practical and theoretical training modules specially developed by HELPBYCOM. This enabled them to deal with callers’ problems even more precisely and quickly.

Over the top.

Migration of the technical service was a complete success. Key performance indicators show this too: the first-call resolution rate in 1st and 2nd level support is outstanding. And the restructured technical field service deals with the “hard” cases almost always within the shortest reaction time.

To sum up.

Like changing drivers at top speed, HELPBYCOM not only managed to successfully take over a running process but also to optimize it. How do we manage this? By being strict with ourselves: nobody inspects our work as closely as we do.

“Never change a running system. Unless you can make it run faster.“

Michael, Employee on User Help Desk, Dusseldorf.

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