Tek Experts believe technology should be an enabler; providing timely data and insights to equip our front-line teams to better serve customers.

Technology is integral to everything we do. It allows our people to perform more effectively; it maximizes the value we bring to our clients; it ensures customers have access to the best person at any moment in time and guarantees the experts supporting customers have the information necessary to provide an amazing service, always.

We develop and use technologies to create greater efficiencies and to enable our people to focus on supporting the customer by providing exceptional service levels and customer experiences. By enabling greater operational effectiveness, technology empowers Tek Experts to be more productive, more customer-centric and more driven towards realizing our goals and the ambitions of our clients.

TalentWize™ is a world-class Operational Talent Management System that allows companies to monitor, manage and enhance all aspects of their organization. TalentWize shows how talent is being utilized and the impact operational changes will have on the future of their operation; it highlights where current skills gaps are, or might be in the future, and suggests how to address them; it enables managers at all levels to track the performance of each employee, and gives them the tools they need to make improvements across the whole of their organization.

The value of TalentWize

COO of a global IT business

Tools like TalentWize are great for my business. It gives us a full view of our company in real-time, so we can understand how our people are being utilized and manage any current and future skills gaps.

There are lots of operational talent management tools out there, but none that are as easy to integrate while providing exceptional levels of detail. TalentWize allows us to make the data-driven decisions that are crucial to a business like ours and means we can preempt any future challenges that might come our way.

Leveraging our experience supporting global companies and our expertise supporting customers in more than 50 countries, we developed CustomerWize™, a cutting-edge tool that takes data from multiple sources to provide full view of the customer lifecycle and help sales teams understand where best to focus their effort to maximize returns. Unlike other tools on the market, we recognized the tool needed to be easy to use, simple to implement and employ only the information that would maximize value to sales teams looking to generate and protect revenue.

The value of CustomerWize

Vice President of Sales

The beauty of CustomerWize is that it has been designed around the features that matter most to a business like ours. There’s no lengthy integration, we don’t have to pay for the features we don’t get value from and it’s easy for everyone to use out of the box.

But saying that, we can still maximize the power of our historical and current customer insight to drive loyalty and sales, we can pre-define who sees what information across all levels of our organization and use customer sentiment to ensure every customer is being supported by the best and most informed people. All of which means a better service, better sales and an improved customer experience.

At Tek Experts, innovation is in our DNA. Whether it’s developing groundbreaking software like CustomerWize or TalentWize or creating technical solutions to reduce routine and labor-intensive activity, we employ our experience and expertise to develop tools that enhance the customer experience. We’ve developed queue monitoring tools to improve the efficiency and utilization of our support teams, a sales pipeline tracker to track all aspects of a sales pipeline in real-time, and knowledge hubs to improve standards across businesses and service lines.

Queue Monitoring Application

Our queue monitoring application is designed to make our teams more productive, enabling them to deliver better services and remove the manual processes associated with prioritizing cases. The queue monitoring tool uses automation to rank the priority of customer need and reroutes them to the engineers or managers that are best suited to addressing their problems.

This simple but highly effective solution means the manpower required to deliver our service is reduced, support is highly targeted, and customers engage with fewer people to get their issues resolved.

Bonnie Goertzen

COO – Tek Experts

The queue monitoring application is a simple but highly effective approach to managing our people and the support they deliver. It means we don’t need people monitoring caseloads and allocating severity ratings because the app does it for us. Even more important is the fact that the app ensures only the most relevant person engages with the customer, which reduces the number of people we need to be able to service customers and reduces the time it takes to reach a resolution.

What’s more, the fact that alerts can be sent to managers when they are needed and are away from their desks means they can focus on driving the business, stay in touch with their teams and be available when they’re needed.

Sales Pipeline Tracker

The sales pipeline tracker was designed to allow companies to forecast and monitor sales in real-time. It helps sales teams understand where cross-sale opportunities are and monitor potential losses, so they mitigate them. If a customer is not utilizing the products they have, then the tracker tells them the client is at risk and needs attention; if they are fully-utilizing a product then it suggests there is potential to sell other services and products.

Because the tracker uses real-time data, targets can be monitored, and their impact understood immediately, putting sales teams at all levels in control of their sales pipeline.

Sales pipeline tracker benefits

Senior Business Leader

Using a tool like this means I can understand where my sales teams are under-performing and over-performing. It tells me what my pipeline looks like at any time and gives my sales teams focus for their day-to-day interactions with customers. The permissions feature also allows people at all levels of the sales operation to have access to only the information that is relevant for them to do their job, making this tool the go-to platform for my whole operation.