Success stories
Improving IT Productivity by 50% and Achieving 2x Faster Issue Resolution with our L1, L2, L3 Support Services
Challenge
One of our clients, XYZ Corporation, a prominent technology company, encountered significant challenges within their IT department, including:
High IT workload and limited resources, resulting in slow issue resolution and reduced productivity.
Lack of a streamlined support process leading to delays and inefficiencies in resolving IT issues.
Solution
Implemented a tiered support system (L1, L2, L3) to effectively handle different levels of IT issues and escalate them as needed.
Developed a centralized ticketing system for efficient issue tracking and management.
Introduced automation tools and scripts to streamline routine tasks and minimize manual effort.
Conducted regular training sessions to enhance the technical skills of the support team.
Results
Achieved a 50% increase in IT productivity through the effective allocation of resources and streamlined support processes.
Reduced issue resolution time by 2x, resulting in enhanced user satisfaction and improved overall operational efficiency.
Decreased the number of unresolved tickets by 40% due to improved coordination among support tiers and proactive issue resolution.
Increased customer retention by 30% due to faster response times and efficient problem-solving, leading to improved customer satisfaction.
Download the case study here!
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Parkar Digital is a digital transformation and software engineering company headquartered in Atlanta, USA, and has engineering teams across India, Singapore, Dubai, and Latin America.