Case Study - Ahura Scientific
Company Info
Ahura Scientific is a rapidly growing manufacturer of handheld optical systems for chemical identification. Since 2002, Ahura Scientific has designed, developed and successfully launched products unlike any in the marketplace, putting the power, reliability and accuracy of expensive, lab-based instruments in portable, rugged, easy-to-operate systems designed for field use. With customers in the homeland security, public safety, pharmaceutical, industrial and medical markets, Ahura Scientific's products—FirstDefender, TruDefender FT and TruScan—are widely-deployed across the globe.
Case Study
Improved Performance and Services
Problem: Ahura Scientific’s business was expanding rapidly. However, the company’s help desk provider at the time repeatedly failed to answer calls in an expedient manner, and often gave incorrect advice. Ahura Scientific needed to quickly replace the vendor with one that would deliver world-class customer service, or else the company’s growth would be jeopardized.
Solution: In PAI, the company not only found a provider – it found a business partner. Since the relationship began, Ahura Scientific’s support requirements have risen by 200% - and PAI has met these demands in every aspect by delivering superb service. As a result, Ahura Scientific’s clients receive the outstanding level of support they require, and the company’s growth plan remains on track.
Access to World Class Expertise
Problem: Ahura Scientific provides unique and critically important products to first-responders. To meet the demands of its growing client base, the company realized it needed to partner with a help-desk service provider. However, Ahura Scientific needed to find and leverage an innovative partner who was willing to adapt industry leading Best Practices to fit Ahura Scientific’s unique needs.
Solution: With over 75 years of combined service desk experience and a history of helping customers in an array of industries, PAI knew how to meet the special challenges posed by Ahura Scientific. After consulting with company officials, PAI implemented a solution that allowed Ahura Scientific to maintain its high customer service standards – at a cost-effective rate. Their clients received professional, accurate, and knowledgeable responses that weren’t simply read off a script, and Ahura Scientific’s image as an elite provider of first-responder products remained intact.
Reduce & Control Costs
Problem: Ahura Scientific provides first-responders with the tools necessary to do their job. As such, the company fields calls from clients concerning matters that are both critical and sensitive. But, Ahura Scientific recognized that building an internal support desk would be a costly and ineffective solution, especially considering the company’s accelerated growth rate.
Solution: Relying on its proprietary support models and tools, PAI delivered an optimized help desk solution that delivered high-service quality with affordable, scalable costs. As a result, Ahura Scientific’s customers received the immediate, accurate information they required, while the company’s cost-per-call declined as its business expanded.
Improved Management
Problem: With its crucial first-responder products, Ahura Scientific needed a help desk provider that would be up to the challenge of meeting the demanding service requirements of its customers. Ahura Scientific’s previous vendor was failing to do so by dropping or not answering important calls, and giving incorrect advice. The company determined that an internal customer service department would be too costly and complex to maintain.
Solution: Drawing on its 18 years in the help desk field, PAI developed a tailored solution for the company. PAI leveraged its service management tools and skilled support staff to provide Ahura Scientific’s clients with accurate, reliable information – consistently delivered in a timely manner – that met the difficult needs of first-call responders.
Scalability & Flexibility
Problem: Ahura Scientific provides first-responder products for fire departments, police departments, the FBI, and other such organizations. So, the company receives calls from clients that are often critical and unique in nature. Ahura Scientific required a support team with the expertise to successfully handle these challenging calls, and the flexibility to be responsive to the needs of a growing company.
Solution: PAI built a tailored solution that addressed the company’s needs – something no other provider would do. As a result, Ahura Scientific received the around-the-clock, scalable coverage it required, as well as the knowledgeable, high-level tech support needed for to assist its clients.
Scalability & Flexibility
www.ahurascientific.com
46 Jonspin Road
Wilmington, MA 01887