Third largest telecom provider in Canada deploys noHold's InstantSupport and optimizes the online support experience.

· 70% solutions
· 9% escalations
· Enhances customer service
· Minimizes "Level 1" inquiries
· Increases customer satisfaction

MTS – Manitoba Telecom Services (Canada)
In order to maintain its reputation of connecting customers to the world, MTS was in need of a cohesive support solution. The company wanted an online tool that would reduce call center volume, ensure a positive return on investment, and maximize online customer support.

Pat Solman, VP Customer Care for MTS described customer support as a hard-coded list of FAQ's online, and call center with an estimated average of 30,000 calls to tech. Support per month.

The nature of the fast paced industry made it a necessity for a solution that would empower MTS to provide choices for users, and updates as efficiently as possible. The company's goal was to enhance the customer service experience using a tool with a quick implementation period and limited costs.

MTS researched CRM solutions and discovered a tool while visiting a site that employed InstantSupport, powered by noHold. InstantSupport is a web-based tool that empowers website customers to find answers to questions instantly. Delivered as a hosted model, (Application Service Provider) InstantSupport would enable MTS to cut costs with no embedded infrastructure to manage. The 'chat-like' window is interactive and is instantly responsive. This would allow MTS customers to get answers on their own terms.

High solution rates were achieved within the first 3 weeks of launch. MTS averages solution rates of 70%, and low escalation averages of 9%. noHold's goal for InstantSupport solutions is 70%, with an escalation target of 10% or lower. Based on statistics, MTS has attained this goal. Email and call volumes have dropped, and MTS continues to achieve high solution rates. The interactive support tool can help with questions about setting up Internet service, configuration, verifying connection settings, email, and more. If the tool does not have a readily available answer, a user is prompted to complete a form that is sent to technical support.

The high solution rates and decreased support costs were evidence that InstantSupport could assist MTS with its goal. The tool averages 2,400 sessions/interactions per month. Based on positive results from the Internet support tool, MTS has extended its contract with noHold to launch a new domain.

Please visit www.nohold.com/mts.htm to read the full case study.

Press Contact:
Sarah Ramoz
Marketing Associate
(408)-946-9200 X305
sramoz@nohold.com