
“Technical Support, good morning, this is Elisa speaking, how may I assist you?” These are the words spoken hundreds of times a day by one of the most extraordinary and important teams within BinHexS: the SPOC Division (single point of contact). Their role is to handle incoming calls to provide accurate and timely information to users, as well as to manage the numerous requests for assistance and technical support related to various services.
Much more than a qualification center
The SPOC Division possesses the necessary skills to understand issues reported by end-users, such as employees, store clerks, and others without specific digital skills, who often contact them during moments of stress due to various malfunctions. This department is the strength of the BinHexS service desk and is characterized by a unique organization, with an all-female team. “We are eleven, all girls,” explains Joanna Caccialanza, SPOC manager of BinHexS, “tasked with receiving requests, determining if they can be resolved immediately by us or need to be forwarded to the most suitable department, either within the client’s company or among our technical groups (for services managed by BinHexS) or other providers.”
Binhexs SPOC is the first channel of contact for the Client
The SPOC Division of BinHexS acts as the primary interface for incoming calls, evaluating the priorities of the reports and filtering them based on the client’s organization. “Clients appreciate our ability to integrate our work with their support activities, both internal and third-party,” Joanna adds, connecting us to the ticketing systems they already use and conducting proactive monitoring to identify critical issues before they lead to operational consequences.
Binhexs SPOC also useful for monitoring
If needed, the SPOC Division of BinHexS can monitor the client’s infrastructure through a portal to act immediately in case of offline or malfunctioning devices, preventing further calls to the service desk. “Our understanding of the SLAs that the client has with third-party providers or expects from internal departments sometimes turns us into stalkers,” Joanna continues, “when, during monitoring, we notice that a problem we routed is slow to be resolved.”
…and to provide a first resolution of IT issues
The spirit of the SPOC team is primarily to provide users with quick solutions and operational responses. “Even when there are no technical problems but, for example, when a desperate cashier in a store calls us because she can’t remember how to perform a sales procedure, while she has customers waiting with their purchases. Addressing and resolving user emergencies at our best is our job, the source of satisfaction for our team and for the BinHexS clients who have entrusted us with this task.”