85% Resolution Rate with Proven Solutions to Cut Downtime
Overview
A global leader in storage solutions required expert assistance for hardware failures, RAID configurations, and application-level backups while minimizing downtime.
The Challenge
Long resolution cycles, inefficient RAID handling, and unreliable backup processes caused frequent downtime and declining customer satisfaction.
Our Solution
A tailored support model was implemented to ensure consistent and reliable infrastructure management.
Key Results
85% resolution rate with 90% accuracy
Reduced downtime through improved RAID and backup management
Response times reduced to within 16 hours, including weekends
CSAT improved to an average of 4.0
Conclusion
"The engagement enhanced infrastructure reliability, reduced downtime, and strengthened the client's reputation as a trusted storage provider."
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