SLA Non-Compliance: The client faced difficulties in meeting the agreed service level agreement (SLA) targets for ticket resolution, resulting in a low compliance rate. This impacted the efficiency and effectiveness of customer support operations.
Weekend Coverage Requirement: The client required customer support coverage over the weekends, presenting a challenge in maintaining consistent and adequate support during those periods. This increased the demand for resources and staffing.
Limited Budget for Outsourcing: The client had a restricted budget allocated for outsourcing customer support services. This posed a challenge in finding cost-effective solutions while still maintaining the desired level of support quality and meeting customer expectations.
Meeting SLA targets for ticket resolution: We successfully reached our SLA targets by promptly resolving tickets within the designated timeframe.
Weekend coverage ensured: We implemented a system to provide support and assistance to customers even on weekends, ensuring continuous service availability.
Budget limitation overcome with shared team model: To address budget constraints, we implemented a shared team model that efficiently utilized resources across projects, enabling us to meet the required objectives within the available budget.