Case Study Tech

Using Technology to Improve Fax Delivery

The Company

Back4U designs, manufactures and markets innovative data storage solutions that help personal computers manage backups and projects. The Back4U technical support centre receives over 1,000 calls each day from customers requesting assistance on the popular Back1, Trump and Trio removable media drives.

The Problem

Upon introduction of their popular products, Back4U technical support staff found themselves manually faxing over 14,000 technical assistance documents each month. Faced with hiring additional employees to handle the rising call volumes, Back4U sought an alternative solution to what was becoming a very expensive information fulfilment problem.

The TraiTel Solution

Back4U started using the TraiTel service for their technical support centre. Today, the system handles approximately 22,000 requests each month. "Without the TraiTel service in place, we would have to hire additional employees to handle this job manually," says John Simmons, Information Systems Administrator at Back4U. "Right now the call volume is rising very rapidly. With the TraiTel service in place, we are able to meet this rising demand. From a support perspective, the TraiTel service is the perfect solution." "Right now, the number of customers contacting Back4U is growing very quickly.

Last month we sent out 8,000 faxes, this month we expect to send 8,500.

The TraiTel service handles our constantly growing work load extremely well, we haven't had a single problem so far and our customers are always commenting on how efficient our customer service is.

We do all this at a very low monthly cost, save money on printing costs and best of all the streamlined-low cost for sending faxes is the best in the market - bar none."