A support platform agents stop working around.
We stabilised the platform and support it as a managed service.
- 40% reductionAverage ticket resolution time
- 95%First-response SLA compliance
- 25% reductionRepeat support incidents
KPI targets set for this engagement.
Communications, Media & TechnologyThe full case study
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The full case study covers what was built, how it was delivered and what it changed. We keep it behind a short form: leave your details, we send it to you, and an architect can walk you through it one to one.
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How we help
We stabilised the platform and support it as a managed service.
Before and after
| Area | Before | After |
|---|---|---|
| Agents | Worked around the system | Work with it |
| Defects | Recurring, with no owner | Resolved with clear ownership |
| Support | Reactive | Managed and continuous |
Results
- Faster handling of everyday requests
- A platform that holds up on busy days
- Fewer repeat issues
