Global technical product support
Second-line technical support for a global product company, run from four sites across Europe, Asia and the Americas.
Overview What the second line covered
The four sites worked alongside the client’s local first-line teams on everyday and complex technical issues, for more than 25,000 users a year. The operation was fully outsourced and paid on performance, so improving the service was part of the job, not an extra.
Services Provided:
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01
User Access Control
Managing permissions and access rights to ensure secure and efficient operations.
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02
Knowledge Management
Developing and maintaining a knowledge base to improve service levels.
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03
Active Process Development
Refining and optimising support processes for enhanced efficiency.
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04
Automation Tool Development
Creating tools to automate routine tasks and increase quality.
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05
System Fault Diagnostics
Identifying and resolving system issues to maximise uptime.
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06
Pre-release System Testing & Beta Support
Assisting with system testing and supporting beta releases to ensure stability and performance.
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07
Quality Issue Investigation
Investigating and resolving quality issues to maintain premium product standards.
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08
Trend Analysis for Product Improvement
Analysing support trends to identify and address areas for product enhancement.
Delivery results
The operation was paid on performance, so the measures were agreed before it started and reported against every month: total resolution time for every issue type, cost per issue, how many tickets had to be escalated, and the quality of what was delivered.
Total resolution time reduced for all issue types
Total cost per issue reduced
Ticket escalation reduced
Delivered quality over 99%
Conclusion
Paying on performance meant the measures were agreed on day one and reported every month. Resolution time came down for every issue type and costs fell, and what the team learned went into a knowledge base rather than staying with a few people.
Related Case studies
Swedish company Global Reach.
Based in Göteborg, delivering from sites across Europe, Asia and the Americas.
Engineers across the Nordics and northern Germany.
Global teams, local care
