Impact Story

How Arraya Solutions Enhanced Customer Satisfaction Through Outsourcing Critical IT Roles

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.

IMPACT STORY HIGHLIGHTS

Interview with Arraya Solutions’ John Kilgore –
Vice President of Operations

Watch how Arraya Solutions enhanced customer satisfaction through critical IT roles outsourcing

“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 at Arraya Solutions

About the client

Industry: IT Solutions and Services
Company Name: Arraya Solutions
Arraya Solutions is a leading provider of IT lifecycle services, specializing in data center, cloud, and cybersecurity solutions for clients across North America. Their mission is to collaborate with customers, leveraging technology to optimize IT investments and drive business growth.

Solution

Leveraging B&P's support, they established a dedicated customer support team in the Philippines, ensuring 24/7 service. Through B&P'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.

Results

Significant Increase in Customer Satisfaction Metrics
The collaboration with Booth & Partners 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.
(From left to right: Angela Lucus, Marianne Necesito, John Kilgore, Ryan Alit, NJay De Vera)

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