How Fortifi gives AnalysisPro the tools they need to provide a memorable customer support experience

The Business

Performance analysis and training providers, AnalysisPro help their growing list of customers enhance their feedback and understanding within their teams and environment.

With years of experience of video analysis in both sport and non-sport environments, AnalysisPro are dedicated to educating their clients and helping them improve effectiveness and overall performance.

The Challenge

AnalysisPro pride themselves on the superior customer service they provide their clients. Since starting up in 2011, the team have seen exceptional growth and in return, a greater demand to provide their expected levels of customer support.

They soon decided that their way of simply using email and spreadsheets was not the most effective way to handle the frequent and important enquiries they were receiving, so they went on a search for a software solution that could help them continue to expand on their quality of support.

"Fortifi has become a vital element to a growing business and ensures that all of our customers continue to receive the same high levels of support we pride ourselves on"

Josh Bryan, Manager

The Solution

AnalysisPro chose Fortifi to manage their client support because of the platform's ability to offer all the functionality they needed at an affordable price, in comparison to other products they had looked at on the market.

With Fortifi in place, AnalysisPro no longer have to manually check and distribute support tickets as they come in. The team are able to use Fortifi's advanced automation technology to monitor and escalate cases based on department, subject and client SLA's to ensure response and resolve targets are being met, in turn boosting client satisfaction rates.

"Before we were using Fortifi, we were trying to track support emails and issues raised with spreadsheets and internal communication methods, which became unmanageable and ineffective," said Josh Bryan, Manager at AnalysisPro. "Having tickets automatically created in Fortifi when somebody contacts our support email address now, means that everything is easily recorded and tracked, with none of our clients ever accidentally not being replied to."

"The use of ‘canned responses’ for typical resolutions and checks that we can provide our clients also means that our support staff can contact and resolve our client’s issues much more efficiently. By using Fortifi, we have been able to further enhance our support service and maintain excellent feedback from our clients," continues Josh.

"The Knowledge Base has become a stand out feature for our business and is loved by our growing amount of users across the globe."

Josh Bryan, AnalysisPro

By adopting Fortifi to handle their customer support processes, AnalysisPro were also able to offer a branded Knowledge Base for their clients to self-serve at anytime, even when the team are not in the office. Fortifi's Knowledge Base allows the AnalysisPro team to upload searchable guides, tutorials and best practices for their software. Using the Related Articles feature, AnalysisPro can create a series of articles that easily guide their clients through an entire setup process.

Implementing a Knowledge Base for their clients has seen a huge decrease on the number of support tickets which are arriving into their inbox everyday. This reduces pressure on the team and they are also able to direct their clients that do come through to their knowledge base documentation to reduce customer waiting time.

Josh told us, "The Knowledge Base has become a stand out feature of our business and is loved by our growing amount of users around the globe. We are able to easily create sections and articles with a mix of text, image and video content that has enhanced our user’s learning journey and increased the speed at which they are able to fully utilise everything our products have to offer. As our products regularly evolve, being able to update our existing content and add more has meant that our Knowledge Base has increased in size. The search tool in the Knowledge Base really comes into power by quickly taking our users to the content they need, but importantly, guiding them to the related content that they didn’t realise they needed until the Knowledge Base told them!"

To The Future

By running their customer support through Fortifi, the AnalysisPro team's enquiry handling has become a greater experience for both agents and their clients. The simple layout makes completing support requests easy, whilst being packed with a range of helpful, in-depth features to ensure the smoothest running of their customer service as possible.

With the help of Fortifi, AnalysisPro have been able to keep and develop on consistent levels of high customer support as they continue to grow in the market.