100% Effective Issue Resolution Through Streamlined IT Support
Overview
A global IT solutions provider needed reliable technical support to manage software and hardware issues across EPOS systems and handheld devices while maintaining seamless client operations.
The Challenge
Inconsistent service quality, delayed issue resolution, and weak hardware troubleshooting led to customer dissatisfaction, reduced productivity, and increased operational costs.
Our Solution
A dedicated offshore support model was deployed with a strong focus on speed, training, and process optimization.
Key Results
100% resolution rate for trained issues
Average ticket response time reduced to 15 minutes
Call handling time reduced to 45 seconds
CSAT consistently maintained at 4.5/5
Lower operational costs through offshore efficiency
Conclusion
"The structured and proactive support framework enabled seamless service delivery, improved customer satisfaction, and long-term operational efficiency."
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