Flow Trixs Helps Global PC Manufacturer Enhance Customer Support Through Intelligent On-Device Support

Discover how a leading PC manufacturer leveraged intelligent automation from Flow Trixs to enhance customer support, reduce manual effort, and boost customer satisfaction worldwide.

Client Overview

A prominent American multinational technology company, renowned for developing, selling, repairing, and supporting computers and related products and services.

The Challenge

Software-Related Issues and Support Delays Eroding Customer Experience and Loyalty

The company faced a rising wave of software-related issues affecting PC performance and customer satisfaction. While hardware support remained robust, software troubleshooting lagged, leading to longer wait times and unresolved concerns. As devices age and software complexity increases, the pressure on customer support systems intensifies.

The company aimed to:

• Enhance user experience to stand out in a competitive market
• Reduce support costs through proactive issue resolution
• Empower global service agents with tools to resolve issues faster
• Enable customers to self-fix common problems through contextual guided support

Flow Trixs Solution

Intelligent Automation Strategy with Embedded Digital Support Agent

Flow Trixs implemented an intelligent automation strategy by embedding a lightweight yet powerful digital support agent directly into every PC and laptop. The solution featured:

• Proactive, scheduled, and on-demand resolution for hundreds of software issues
• A built-in registry cleaner, optimization toolkit, and cloud-powered virus remediation engine
• Interactive self-service modules that empower users to resolve common issues without agent assistance
• A robust Technician Console designed for support teams with advanced workflow automation

Since 2017, Flow Trixs has continuously enhanced and integrated these intelligent support systems within the client’s desktop environment, enabling:

• Proactive and event-driven fixes for improved customer experience
• Reduced operational costs by resolving issues before escalation
• Increased agent productivity through higher First-Call Resolution (FCR) and lower Average Handling Time (AHT)

Following a successful pilot, the solution scaled globally, covering 120 million devices across 120 countries in 27 languages, delivering measurable impact and adaptive customer support.

The Outcome

Record-Breaking Customer Satisfaction Through Intelligent Support

Flow Trixs’ on-device intelligence simultaneously transformed operational efficiency and the customer experience. The deployment achieved an 89.5% customer satisfaction (CSAT) score and enabled proactive issue resolution in 88% of cases. Support interactions required 77% fewer steps on average, boosting both agent efficiency and customer trust.

Deployed to 120 million devices worldwide, this solution reinforced the client’s market leadership, delivering smarter support, faster resolutions, and a new benchmark for digital customer experience excellence.