Avanquest Software is a global developer and publisher of consumer software. Their portfolio includes over 400 creative & design,  educational and utility tiles for PC users and gaming software for PC and Nintendo. Every year their European operation sells hundreds of  thousands of individual software licenses via Retail and Web in the UK, France, Germany and Spain, supporting customers via local language helpdesks. Customer Service is available during core business hours; dealing with every type of user enquiry – installation and activation issues, licencing queries and ‘how-to’ advice for users who just can’t get something to work.

Running a multi-language, in-house customer support centre is time consuming and resource intensive

Business challenges, including economic uncertainty, changing consumer expectations, market complexity and ever increasing competition, led Avanquest to rethink the way they delivered their customer support and helpdesk. Outsourcing the entire Customer Support functions would deliver the cost savings needed to enhance the bottom line, as well as provide greater operational flexibility.


Sourcing an Outsourcing partner

Avanquest had several criteria when looking for an outsourcing partner who they could rely upon. Cost saving was vital, but they also wanted outsourcing to be a conduit for:

  • Improving the customer experience
  • Increasing efficiency and effectiveness
  • Enhancing their strategic performance
  • Driving incremental sales, through improved customer

Having extensively analysed the market, Avanquest chose outsourcing provider ProcessFlows.

ProcessFlows has over thirty years’ experience working with business customers to streamline their business processes.  Improving back-office functions; automating the capture, workflow and delivery of documents, voice and data – to generally enhance a business’s interaction with their customers.

Utilising the experience they gained from working with major banks, commercial and public sector organisations in the Business Process Management environment, ProcessFlows developed their Outsourcing operation to enable their customers to cost-effectively engage additional resource, which also brings extensive business knowledge/skills, to organisations who want to expand with little or no investment.

Outsourcing business processes negates the need for additional in-house staff and training, leaving business champions free to focus on what really matters – growing the he business.

Ready to lift your business to a new level?

ProcessFlows Outsourcing supports smaller organisations’ growth by providing them with a reliable and cost-effective alternative to hiring customer service agents in-house. Start ups and fast-growing organisations choose to outsource with ProcessFlows.