Jones Lang LaSalle (JLL)

THE PROBLEM

• JLL wanted to provide a high touch ‘gold’ level of support for the customers and revenue producers using the OneView suite of real-estate applications.
• JLL needed this support function to not only provide superior customer service, but also serve as single point of contact to a global customer base, while meeting important security and compliance requirements.

The solution

JLL partnered with Onshore to establish a service desk team capable of providing the required levels of service. Onshore’s agents were able to provide the following key services:

• Single point of contact desk with end to end support being provided
• Level 1 and 2 tier support for applications, with subject matter experts (SME) available.
• Capability to support multi-language issues
• Continuous improvement processes for quality assurance, knowledge management, and an extensive training for the onboarding of new agents.
• A highly adaptive and responsive customer satisfaction (CSAT) program.

The results