Situation
Our client delivers cloud-based software solutions to educational institutions across the U.S. and internationally. Their products support critical functions such as talent recruitment, student success initiatives, personalized learning, resource planning, AI-driven insights, and analytics.
Our solutions enabled teachers to manage learning activities on a digital platform.
As part of their expansion into South America, our client required additional technical support to improve operational efficiency for schools using their software and cloud solutions. Long-term, they plan to establish a South America Support Center in Uruguay, positioning it as a regional Center of Excellence (CoE) with a strong focus on Spanish-language support.
Action
Our Uruguay team delivered Level 1 support and management for the client’s student information, enrollment, and learning management software products. These solutions store student data, streamline K–12 enrollment processes, and enable teachers, students, and parents to manage learning activities on a digital platform.
Our technical support engineers provided bilingual assistance (English and Spanish) via phone, email, chat, and web, offering 12-hour coverage. Responsibilities included troubleshooting issues, guiding customers through knowledge base resources, performing software checks, and escalating complex cases as needed.
We also assumed ownership of cases transferred from client teams, managed support-related issues, onboarded new accounts, and delivered onsite training for the client’s support staff.
Looking ahead, the company has plans to expand into Asia, the Middle East, and Europe, in addition to implementing automation, case deflection, and AI/ML that will integrate with its Salesforce platform.
Results
- Faster issue resolution with streamlined technical support.
- Better customer experience by offering bilingual customer support.
- Future Center of Excellence supports international expansion and global scalability.
- Business continuity maintained by assuming ownership of transferred cases and reducing backlog.
Tech support provides bilingual assistance via phone, email, chat, and web.
Our team onboarded new accounts, and delivered onsite training.
A Center of Excellence will support international expansion and global scalability.
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15K
Educational institutions -
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60M
Students globally -
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10
Support cases handled per day