Absolute Performance improved customer service satisfaction with Staff Augmentation Help Desk Services
Maximizing ROI with Outsourced Service Desk
How Absolute Performance delivered exceptional Help Desk Services with Towa Software
Introduction
Absolute Performance, Inc. (API) is a leading technology solution provider specializing in maximizing businesses’ technology investment for sustainable growth. With over two decades of experience, API is renowned as a trusted partner for organizations across industries. Founded in 1997, API has built a strong presence in the United States and serves clients globally. Offering innovative and ROI-driven services, API assists businesses in healthcare, financial services, retail, manufacturing, and more to overcome technology challenges and attain long-term success.
The Challengue
Overcoming Professionals Shortage and Job Openings Challenges with Help Desk Services
As a technology solution provider, API faced a shortage of professionals and job openings to support their growing list of clients. To expand their team, API needed to examine industry trends, competitive environments, and economic and political factors to determine whether offshore or nearshore expansion was the best fit for their business model.
They ultimately decided to partner with Towa Software, a company that provides software development and outsourcing services. API and Towa Software worked together to provide staff augmentation services for Help Desk support, as this was an area in which API experienced significant growth.
The Solution
Implementation of Nearshore Help Desk Services through Partnership with Towa Software
Absolute Performance, Inc. (API) partnered with Towa Software to implement Nearshore Help Desk Services, a collaborative effort aimed at scaling the team effectively. API focused on training the team according to client requirements and providing ongoing support, while Towa Software handled recruitment, screening, payroll, and HR-related tasks. Regular performance reviews and continuous training ensured the team met client expectations. Clear communication channels, including regular check-ins, were established between API and the nearshore team to address any issues promptly.
This partnership enabled API to expand its team and offer high-quality Help Desk support to its growing client base. The nearshore team effectively managed peak periods and provided significant cost savings compared to hiring additional onshore staff. The success of this collaboration has led to further projects between API and Towa Software, demonstrating the value of their partnership.
“We have been working with TOWA for years and they are one of the best partners we have had in our 20-plus years of business. Always there to answer any questions and assist in any way possible. They truly care about the quality of their work which is becoming a lost quality in business. Would highly recommend them.”
David Ferguson – COO of Absolute Performance, Inc.
The Results
Successful Staff Augmentation Partnership with Towa Software Helps API Expand Their Help Desk Team and Support Growing Client List
API’s partnership with Towa Software has enabled the company to expand their Help Desk team and provide exceptional support to their clients. Thanks to this partnership, API was able to staff up their Help Desk team to more than 20 support agents, ensuring they could provide top-notch support to their growing list of clients.
Towa Software’s team brought in not just technical skills but also a strong customer service mindset, adapting seamlessly to meet API’s clients’ various needs. With a mix of experienced and newer team members, they were well-equipped with the right tools and software to handle remote support efficiently, making communication with clients smooth sailing.
This collaboration truly transformed things for API, allowing them to expand their teams and deliver stellar services to their clients.
” We are thrilled to see the success of our partnership with API, as evidenced by the increasing shift and positive feedback from customers.”
David Rada, COO of Towa Software
Are you struggling with a shortage of tech professionals or job openings for Help Desk support? Towa Software can help! Our staff augmentation services provide a flexible and cost-effective solution to support your growing business needs.
Contact us today to learn more.
Why Nearshore
