In today’s environment, where speed, traceability, and precision are critical for delivering high-quality technical services, digitizing support processes has become a strategic necessity.
CHC Business Solutions SA, the official Master Reseller of ARXivar in Switzerland, supported TechService—a company active in the technical support of IT and industrial equipment—in implementing a customized digital solution.
The result: measurable improvements in service efficiency and quality.
Client Needs
TechService, a mid-sized company with clients spread across the region, handled numerous support requests daily.
However, their internal organization faced several challenges:
- Lack of traceability: Requests were handled manually across different channels, making it difficult to track ongoing activities.
- Limited performance control: There was no clear, comprehensive view of intervention effectiveness or technician productivity.
- Fragmented and ineffective reporting: Without dedicated tools, the company could not analyze response times, costs, or service quality in detail.
This situation resulted in delays, inefficiencies, and a limited ability to respond quickly to client needs.
CHC’s Solution
CHC Business Solutions proposed and implemented the ARXivar NEXT platform, designing fully customized digital workflows for TechService.
Thanks to ARXivar NEXT’s modularity and flexibility, a tailored system was built that transformed how support requests are managed.
The new operational workflow enabled:
- Centralized management of support requests, with direct assignment to the technical team and full traceability from receipt to resolution
- Real-time monitoring of ongoing activities, with automatic notifications for any critical issues
- Priority and SLA management, with differentiated urgency levels and intervention types to optimize resources
- Custom reporting, providing precise analysis of timelines, workload, and key service quality indicators
Achieved Benefits
The adoption of ARXivar NEXT delivered tangible, measurable benefits for TechService:
- +35% increase in operational efficiency: Automation accelerated response times and improved prioritization
- Full, transparent control: Managers now have intuitive dashboards for real-time activity tracking
- Advanced, strategic reporting: The new reports enable evaluation of both operational and financial performance, supporting better planning
- Higher customer satisfaction: Shorter response times and greater reliability have significantly improved the client experience