Call Center Services for Industrial Gas Turbine Manufacturer
Timeline: Jan. 2017 – Ongoing
Thanks to Sonatafy Technology’s efforts, the additional analysts provide more coverage to help the company’s customers via phone calls and chats with lesser wait times. The team communicates regularly through emails and monthly meetings. They are responsive and always ready to jump in to assist.
“With Sonatafy, I know that I don’t have to wait hours or days for a response on any urgent issues.”
Please describe your company and your position there.
We are an Oil & Gas industry. I currently am an employee working in the IT field as an Info Technology Analyst II being the Team Lead for the IT Service Desk.
For what projects/services did your company hire Sonatafy Technology?
We chose to partner with Sonatafy to help us look for new analysts within Tijuana (MX) in order to expand our Service Desk outside of the US.
What were your goals for this project?
Our goals were to hire 4 solid analysts and have a secure team in our Tijuana facility. We ran into a few challenges with some of the analysts but Sonatafy was always quick and very good at keeping us updated with any new potential candidates and making sure our needs were met.
How did you select Sonatafy Technology?
I wasn’t part of the initial conversation that helped determine Sonatafy so I can’t really discuss much on what the final outcome was but I will say that as a company they are very attentive and have great customer service which is something that we are always looking for when partnering with other companies. My leadership and the previous Service Desk lead were the ones involved in the selection process involving Sonatafy.
Describe the project in detail.
The ease of integration was a bit of a lengthy process but that may have been an issue on our end, we had just recently switched to a new platform (Workday) and we ran into a few issues when attempting to input Sonatafy into our system. After those small setbacks, the process is now a bit easier, we still run into a few hiccups here and there. Sonatafy bills us monthly for each analyst that we have with them. The amount will differ depending on how many analysts we have for that month’s time frame.
What was the team composition?
Sonatafy has a team of about 4 that are involved, including the CEO of the company, the HR representative, the recruiter and the person who would be the go to contact in regards to anything pertaining the hired analysts. The size has remained the same and the members have not rotated.
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Can you share any outcomes from the project that demonstrate progress or success?
With the recent analysts that Sonatafy had presented to us, I feel like we have found our permanent team do to their outstanding recruitment. With those 4 additional analysts on our team, we now have more coverage to help our users via phone calls and chats which means that we have less wait times and are able to assist users in a more timely manner. As mentioned, our main goal with Sonatafy was to have a proper team in Tijuana which we have now achieved, our next goal is to make sure that this new team is strong and able to provide excellent IT support/knowledge to our users.
How effective was the workflow between your team and theirs?
My team and I meet monthly with Sonatafy in which we discuss any issues or concerns on our end that Sonatafy can help identify and resolve. For example, we did have an issue with an analyst who was showing up late for his shifts, we had mentioned this to Sonatafy who took immediate action and reached out to that analyst. Once they had a discussion with him we started noticing that he took his role more seriously and we haven’t had any type of tardiness issues with the analyst since. Sonatafy was able to find a resolution to help that analyst and our team. We communicate regularly via email and the Sonatafy team is always very responsive, if I ever come across an issue or if I need clarification in any aspect they are always quick to jump in a meeting with myself and my team and assist us.
What did you find most impressive about this company?
With Sonatafy, I know that I don’t have to wait hours or days for a response on any urgent issues. If one employee is unable to assist at the moment, another employee working with us will jump in and do their best to help us come to a resolution. Working in a call center/Service Desk, customer service is a huge thing in our field so I always look for that when working with others and I can without a doubt say that Sonatafy’s customer service is top tier.
Are there any areas for improvement?
I’ve just come into the role of the Service Desk lead recently but and from my perspective I don’t see anything that Sonatafy has to improve on. We were very straightforward with what we wanted and what was expected of them and they have been able to deliver every time.