Alpha ESS Helpdesk
Transition to Symbol

Summary

AlphaESS is a leading global energy storage solution and service provider. In 2022, the growth of their UK market meant they would need to look into helpdesk solutions for their product line.

Symbol visited Alpha ESS and worked alongside their current helpdesk analyst and with senior management to produce a transition plan.

Key objectives within this project were identified to be modernisation, KPI, SLA reporting and a desired increase in customer service.  

Symbol Consulting were then offered this opportunity to transition Installer / End User support into their own helpdesk.
Scope of Project​
The following work was determined to be in scope:
  • Provide first line support to both installers and end-users of Alpha ESS products

  • Call management showing ability to log and track calls to resolution within agreed SLA

  • Track performance to create KPIs and trending data

  • Create knowledge base by indexing all technical information to SharePoint as well as creating a quick start guide for installers

  • Service reviews to be reported fortnightly with an SLA agreement of 90% as well as first time resolution on 60% of triaged calls

Project​ Challenges
Our analysts were initially unfamiliar with the products that Alpha ESS manufacture.

To overcome this barrier, hardware was provided to Symbol allowing analysts to get hands on experience with the functionality of the systems. Training was also provided by senior members of Alpha ESS to allow an open forum of discussion.

Another hurdle presented was building trust between the end users, installers and our analysts.

This was quickly resolved by creating and referencing an extensive knowledge base for the supported products, building confidence in our helpdesk and further aiding in resolving issues efficiently.
Setting the Standard
By utilising our reporting systems Symbol were able to identify additional training needs of installers. Training programmes and supplementary documentation were created to reduce call volumes and increase end user customer service.

Symbol have attained a 100% SLA on all triaged calls and have a 70% first time call resolution.

Symbol have since incorporated second line task and warranty call logging into the service provided to Alpha ESS ultimately leading to much improved support for the company.

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