The Challenge: Struggling to Deliver Consistent Support
The leading global software provider, delivering seamless L1 and L2 support was critical to serving its enterprise and mid-market customers. However, inconsistencies in support quality had begun to take a toll. Customer Satisfaction (CSAT) scores were slipping, signaling growing frustration among users.
Frequent escalations, unresolved tickets, and long wait times made the support experience cumbersome. Without a streamlined system in place, inefficiencies persisted, increasing operational costs and risking customer churn. The company needed a solution that could enhance service quality, improve resolution rates, and restore customer trust.
