Implementing 24×7 IT Process Automation Support for a Niche Infrastructure Automation Product

  • Client Location: USA
  • Industry: IT Automation Solutions
Establish a true 24x7 support system to cater to 200+ global customers.

Engagement Details

  • Project Name: IT Process Automation Software Support Enhancement
  • Service Category: Application & Product Support

Business Need

  • Establish a true 24×7 support system to cater to 200+ global customers.
  • Reduce dependency on R&D and development teams for customer support.
  • Optimize operational costs while maintaining high-quality customer service.

Challenges

  • Existing support team operated only 12×5, leaving gaps in global coverage.
  • Support team was staffed by resources borrowed from development and R&D teams, leading to inefficiencies.
  • Inconsistent handling of customer issues due to lack of dedicated support infrastructure.

Solutions

  • Softenger quickly onboarded and trained on the niche automation product.
  • Initially established a 15×7 Level 1 (L1) support team to ensure partial global coverage.
  • Gradually transitioned to a 24×7 Level 2 (L2) support team capable of resolving 98% of customer issues.
  • Set up efficient collaboration channels with the client’s R&D teams for complex escalations requiring deeper investigation.

Results

  • Enabled the client to operate a fully functional 24×7 support organization.
  • Reduced operational costs by 70% through optimized support team structure and processes.
  • Improved customer satisfaction by ensuring prompt and efficient issue resolution.

Key Takeaways

This project demonstrates Softenger’s capability to rapidly scale support operations and enhance service levels. By transitioning to a 24×7 L2 support model, Softenger delivered significant cost savings and operational efficiency, empowering the client to meet the needs of their global customer base.

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