Enhancing Support Team Efficiency with Structured SOPs

Our customer is a long-term partner in the blockchain industry, relying on our expertise to document all employee work algorithms into clear, structured SOPs. They approached us to enhance their support team’s efficiency by systematically documenting new processes and updating existing instructions.

Challenge

The customer’s support team works with over 30 external platforms and various internal software, all of which are constantly evolving. They needed a robust and adaptable documentation system to keep up with these changes and ensure all processes were efficiently managed.

Solution

The Manuscript team developed a comprehensive documentation format in collaboration with the customer’s managers. This involved creating a set of templates tailored specifically to the customer’s needs. For every new process introduced, our team writes detailed instructions, incorporating any changes promptly to keep the SOPs current and relevant.

Results

The implementation of structured SOPs led to significant improvements:

• Support onboarding time was reduced by 50%, enabling quicker integration of new team members.

• Request resolution speed increased by 30%, allowing the support team to address customer issues more efficiently.

Next Steps

Our collaboration with the customer continues as we further refine and expand the documentation. This includes developing additional templates and ensuring all new processes are promptly documented. We are committed to maintaining the high standards of documentation that have proven successful in enhancing the customer’s support team efficiency.