Arsys, the leading Spanish cloud service provider with over 330,000 customers worldwide, introduced ISL Online back in 2010 to improve their customer support service. Convinced by its outstanding price-performance ratio and extensive efforts to implement specially requested advanced functionality, the new live chat and remote desktop combo soon established itself as one of the best performing support channels within their contact centre. Today, it successfully resolves as many as 20% support tickets.

With more than 1.5 million active services and 330,000 clients, Arsys is the market leader in Spain and among the leading European companies in technology and innovation. Their multi-channel 24/7 contact centre, which employs 40% of the team, is considered one of the best in the industry. More than 100 highly qualified customer service professionals solve over 2,700 queries a day through various support channels, this coming to a million annually.

“We work hard to offer our customers the best support trying to reach ever-higher standards. That’s why we needed a professional and reliable live chat service with a possibility of starting a remote desktop session in order to connect and control a remote computer,” says Alvaro Rudíez, Arsys PR Manager. “ISL Online was by far the most convincing product with a great price-performance ratio.”

Choosing between a cloud-based and a self-hosted solution, Arsys has decided to go for the latter. Not only does the selected Corporate Server License not limit the number of simultaneous sessions, operators, clients or workstations, but it also guarantees total independence and privacy as all Arsys’ data is kept in a closed corporate environment with the software running solely on their proprietary server.

Upgrading live chat service in cooperation with Arsys
Due to a growing client portfolio and a widening span of active services, Arsys asked ISL Online last year to develop a series of advanced features, personalise their live chat window for end-users and to add more detailed real-time reports. That would enable the cloud provider to optimise its live chat and remote desktop support even further and make better use of the statistical data gathered during support. ISL Online faced the challenge and implemented all Arsys’ demands successfully within months:

• Live monitoring.
• Powerful reports.
• Advanced statistics.
• Session data export to SQL.
• Integration into CRM software.
• Personalised live chat template.

Key benefits Arsys has noticed since the upgrade:
• Better control over the chat flow.
• Transparent view of the real-time situation.
• Improved performance of the chat agents.
• Well-documented chat and remote desktop session recordings.
• Better prediction of the rush hours and optimisation of the help desk workload.
• Shorter waiting window for clients.
• Faster ticket resolution.
• Measurement of the impact of live chat and remote desktop.
• Visibility of the chat process through CRM.

Alvaro Rudiez, Arsys PR Manager
»With the live monitoring and powerful reporting possibilities the ISL Online team developed for us, we have been able to optimise the performance of our professionals in the Contact Centre and raise the already high standards of our customer service.«

Powerful reporting and data export into SQL databases
Based on the Arsys’ request, ISL Online has developed an additional module for advanced reporting, now available to all Server License users. Extensive reporting on the user’s live chat and remote desktop activities provides a detailed insight into how effective their online customer service really is and as such fosters data-driven decisions on staffing, supervisory and administrative goals. All that can be either checked online in nice graphics, but it can also be exported to a supported SQL database – MS SQL, MySQL, PostgreSQL – for easier advanced calculations without putting any extra burden on the production server.

The new report offers a quick overview of the busiest hours at the helpdesk centre giving a rough idea of when more operators should be available in order to optimise workload and achieve faster ticket resolution.

It also offers a general overview of all live chat activities for a selected time frame, may that be a total number of chats per day, answered chats vs. unanswered chats, total and average wait time for the end-user, and more.

Live monitoring
Developed upon Arsys’ special request, ISL Online’s live monitoring focuses on delivering a wealth of real-time data and daily statistics for live chat activities. Presented in a form of nice graphs and charts, the live dashboard offers a transparent view of the current situation and better control over the chat flow with updates being deployed automatically.

Just a glimpse at the live dashboard uncovers a vast array of useful information; the daily past and predicted number of chats, the share of resources used for a given moment based on the real number of active chats in comparison to the predicted maximum, the share of chats successfully answered, and other chat activities for the whole support group or per individual for the current day.

Integration into the existing CRM software
In search of greater productivity, Arsys wanted to integrate the live chat service into their existing CRM software solution. Working hand in hand, Arsys and ISL Online successfully carried out a five step process matching the solutions perfectly together in a way that would facilitate painless future maintenance easily performed by Arsys. For future maintenance of the content fields, Arsys thus only needs to repeat the final step and upload a modified JSON configuration object for custom fields.

While the integration was a success, it has also turned out that the tight integration has enhanced the visibility of chat activities and conversations with real customers to everybody in the company, not only the chat team. “The goal of joining support, sales and management teams was to get the maximum out of the customer information gathered through live chat and remote desktop sessions,” explains Mr Rudiez from Arsys.

For a full case study about Arsys using ISL Online, please visit:
http://www.islonline.com/customers/case-studies/

You’re welcome to try ISL Online remote desktop for free.