Problem:
Our client was struggling with high support costs and inefficiencies in their existing support structure. They needed to reduce their support expenses by 30% without compromising service quality. The challenge involved managing a high volume of support tickets and effectively utilising the expertise of their full-time staff, who were often underutilised.
Solution:
Supportwave developed a model that analysed the support structure, ticket volume, and expertise levels. We reallocated skills where needed, transforming underutilised full-time staff into a SLA response pool. This streamlined service offering improved the level of service, reducing costs by 30% across 11 countries in just 14 days.
In addition, our customer was able to manage all the resources easily without the involvement of Supportwave, giving them direct access to the engineers, speeding up response and resolution time through a white label solution.
Client Quote:
“Supportwave has been a great partner and an absolute pleasure to deal with. Their innovative approach to resource allocation and commitment to maintaining high service standards has significantly optimised our support operations. We couldn’t be more pleased with the results and the cost savings achieved.”
This case study showcases how Supportwave's strategic analysis and resource reallocation can effectively cut support costs while preserving service quality, demonstrating a rapid and impactful solution for cost management in IT support.
