Global Contact Center Solutions

Case Study

Driving technical support and sales efficiency in the HVAC sector.

Client

International company in the HVAC sector, specializing in climate control solutions and equipment maintenance.

With an extensive installed base and presence in different markets, the company needed to strengthen its technical and commercial service model to optimize customer experience and drive new sales opportunities.

Challenges

Combining efficient technical support with commercial opportunity generation.

The organization required an international Contact Center capable of providing technical support to its customers and increasing sales of associated products and services.

The main challenges were:

Provide agile and effective first-level technical support.
Manage contract maintenance and renewal with precision.
Promote warranty extensions and additional services.
Identify cross-selling opportunities during customer interactions.
Ensure high standards of quality, security, and personalized experience.
Maintain high service levels in a multilingual and international environment.

Strategic Solutions

Implementation of a results-oriented technical-commercial Service Desk.

A hybrid operational model was designed, combining technical support, contract management, and commercial activation.

First-level technical support service.
Contract maintenance management and warranty extension.
Cross-selling strategies for air conditioning equipment and associated services.
Specialized back office management.
Team of over 40 multilingual agents in 8 languages.
Contract management automation for greater precision and efficiency.
Use of CRM for complete traceability of interactions and commercial opportunities.
Continuous technical and commercial training program.
Constant KPI monitoring for performance optimization.

Results

Improved operational performance and consolidation of the technical-commercial model.

The implementation of the specialized Service Desk enabled solid operational results:

First Contact Resolution of 55%, improving first-contact resolution capability.
Average productivity of 6.2 transactions per hour, optimizing team efficiency.
Service level of 95%, ensuring agile service and SLA compliance.
Quality index of 85%, with a target of 90%, driving continuous improvement plans.

The new model enabled the integration of technical support and revenue generation within a single operational structure, delivering value in both efficiency and commercial growth.

FCR

0 %

Transactions per hour

Service level

0 %

Quality index

0 %

Impact

The implementation of an international Contact Center specialized in HVAC enabled the transformation of technical support into a strategic lever for customer loyalty and growth.

By combining operational efficiency, automation, and commercial focus, the company strengthened its market positioning and optimized both customer experience and business performance.

"With MST we have managed to provide agile and specialized technical support for our customers and installers. Their team perfectly understands the particularities of the HVAC sector and has helped us manage incidents, warranties, and technical inquiries with greater speed and efficiency."