We made a visible and
measurable impact to our
client's business
IT tickets were for repeated issues like password resets, according to Gartner.
Longer resolutions without a knowledge base, based on insights from Zendesk.
Users faced communication delays, according to HDI.
Boost in user satisfaction with performance tracking, as noted by Statista.
About the Client
A leading American financial services organization specializing in global retirement solutions faced growing challenges with their IT support system. Their goal was to reduce downtime, improve SLA compliance, and enhance user satisfaction by optimizing resource management and improving communication.
The Problem
The client faced high support request volumes, with 30–40% of daily tickets involving repetitive issues like password resets. Poor resource allocation caused delays in task prioritization, resulting in a 20% efficiency loss. Without a centralized knowledge base, troubleshooting efforts were redundant, leading to 25% longer resolution times. Fragmented communication between the helpdesk and users further delayed issue resolution, while the absence of performance tracking made it difficult to monitor and improve service quality.
Our Approach
Lauren designed a tailored Global Helpdesk Service to streamline the client’s IT support operations. We implemented a 24/7 support system across multiple channels, including phone, email, and chat, ensuring uninterrupted assistance. A centralized knowledge base was created to reduce resolution times and eliminate redundant efforts. Proactive training and remote assistance improved the accuracy and efficiency of support staff, while an escalation management system ensured quicker handling of complex issues. Real-time performance monitoring allowed the client to track service quality and make data-driven improvements, enhancing overall user satisfaction.
The Result
- According to Gartner, downtime reduced by 35%, improving operational efficiency.
- SLA compliance increased by 18% (Source: ServiceNow), boosting end-user trust.
- Proactive support model ensured adaptability to changing business needs.