Queue Associates, Inc., located in New York’s financial district, is a full-service information technology consulting firm that is focused on providing Microsoft-based business solutions to small and midsize organizations.

Queue identified a need and opportunity to increase customer satisfaction by focusing on improving issue tracking and resolution, escalation management, and follow-up. Queue also wanted to increase customer support contract renewal rates.

Queue partnered with Plumbline to gain the resources they needed to efficiently cover widely-varied levels of support. Plumbline provided the knowledge of Microsoft Dynamics™ SL, with emphasis on Business Portal and software development.

• Queue increased customer satisfaction by improving response and resolution time.
• Queue customers received additional excellent service from Plumbline’s knowledgeable Support staff.
• Queue was able to increase the volume of resolved support incidents without increasing their internal Support Desk staff.

Queue Associates Sees Improved Support Desk Performance

Queue Associates Sees Improved Support Desk Performance

Partner Profile
Queue Associates, based in New York City, was founded in 1991 and has been in business for fifteen years. The firm employs over 20 full-time information technology, financial, and business application system professionals. In addition to Microsoft Dynamics GP and Microsoft Dynamics SL, they specialize in implementations of related popular business applications such as OLAP-enabled decision support solutions, Netilla remote access systems, Elron Internet Policy Management solutions, and hardware and software solutions from Microsoft, Hewlett-Packard, and Compaq.
 

Solution Needs
Queue identified a need to improve customer satisfaction and to expand their opportunities to improve the renewal rates of customer support contracts.
By partnering with Plumbline Solutions, Queue was able to gain experienced and knowledgeable help for their own qualified support staff, increasing their customers’ satisfaction with response and resolution time. This allowed Queue to increase the volume of calls they could support.
At Plumbline Solutions, success is measured by the final deliverable and the relationships that are formed. Plumbline Solutions is not a “temp agency.” Plumbline Solutions is a partner in your endeavor, delivering excellence on every engagement, always with the customer in mind.
 

What Queue has to say about Plumbline Solutions
"Queue performs follow-up calls to monitor customer satisfaction for the Support Desk performance. Customers have been very happy with the improved response and issue resolution time. We have received customer responses that pointedly identify Plumbline proficiency. I have had clients call me, unprompted, to state that, ‘I was extremely pleased with the support technician from Plumbline. They (Plumbline) are a wonderful complement to the Queue support team.’”