Challenges:
- High volume of repetitive IT tickets delaying critical issue resolutions.
- Lack of centralized ticketing and knowledge management.
- Scaling remote support for diverse time zones.
Solutions:
- Deployed AI-powered chatbots for Tier 1 ticket resolution.
- Implemented an IT Service Management (ITSM) platform for streamlined workflows.
- Established a follow-the-sun support model leveraging global onshore and offshore teams.
Results:
- Reduced ticket resolution time by 60%.
- Increased customer satisfaction (CSAT) scores to 95%.
- Scaled support operations without additional headcount.