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HighWire Case Study: Enhancing Customer Support With Global Resources

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Challenge

HighWire Press is a leading provider of ePublishing platforms and services, disseminating over 1,800 high impact journals, books, and other scholarly materials each year. With record-breaking growth in publisher engagement, HighWire identified the need to strengthen its customer support to accommodate new business. Delivering an outstanding customer experience is integral to HighWire’s mission.


Solution

After a rigorous selection process, HighWire engaged Apex Content and Media Solutions to enhance its customer support operations. The experience and professionalism of Apex’s global resource team were key criteria in the selection process. It was essential for Apex analysts to fully integrate with HighWire’s support operations to increase capacity and scale without compromising the quality of support customers expect from HighWire.


“Partnership with Apex was a key aspect of our customer service transformation. Apex brings real value and has demonstrated great performance.”

– HighWire Director, Content Services


Together, HighWire and a dedicated team of highly skilled Apex analysts designed a solution that allowed HighWire to quickly launch its enhanced customer service operation without increasing cost or risk to customers.


Results

Highwire Press case study key stats: 100% open-to-close ratio for support queries and thousands of support cases analyzedWith Apex’s support, HighWire’s operations team transformed its day-to-day customer support capacity, all while keeping production on schedule. The team successfully:

  • Analyzed and addressed thousands of support cases
  • Achieved 100% open-to-close ratio on content support queries
  • Minimized expensive managerial oversight activities and costs
  • Streamlined external communications
  • Improved customer satisfaction through quick, expert problem resolution

Apex and HighWire have successfully partnered on content projects to support HighWire’s relentless pursuit of customer success since 2004.


“Apex is excellent to work with. The Apex team is agile and flexible. They have the capacity to ramp up at short notice and the quality of their work is always very high.”

– HighWire Director, Content Systems and Services


Is there a support function that is weighing your team down? Apex can help. Contact us to learn more.

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