Global Technical Product Support
By focusing on user-first metrics and fostering a team committed to continuous improvement, a global technical product support operation was transformed – achieving faster resolution times, reduced costs, and improved user satisfaction across four continents.
Services Provided
- User Access Control: Managing permissions and access rights to ensure secure and efficient operations.
- Knowledge Management: Developing and maintaining a knowledge base to improve service levels.
- Active Process Development: Refining and optimising support processes for enhanced efficiency.
- Automation Tool Development: Creating tools to automate routine tasks and increase quality.
- System Fault Diagnostics: Identifying and resolving system issues to maximise uptime.
- Pre-release System Testing & Beta Support: Assisting with system testing and supporting beta releases to ensure stability and performance.
- Quality Issue Investigation: Investigating and resolving quality issues to maintain premium product standards.
- Trend Analysis for Product Improvement: Analysing support trends to identify and address areas for product enhancement.
Overview
In-depth 2nd line technical support was provided across four strategically located sites in Europe, Asia, and the Americas. This robust network collaborated seamlessly with local 1st level support teams to address both general and complex technical issues, supporting over 25,000 users annually. The fully outsourced operation was underpinned by performance-based payments, driving continuous service development and enhancement.
Overview
In-depth 2nd line technical support was provided across four strategically located sites in Europe, Asia, and the Americas. This robust network collaborated seamlessly with local 1st level support teams to address both general and complex technical issues, supporting over 25,000 users annually. The fully outsourced operation was underpinned by performance-based payments, driving continuous service development and enhancement.
Services Provided
- User Access Control: Managing permissions and access rights to ensure secure and efficient operations.
- Knowledge Management: Developing and maintaining a knowledge base to improve service levels.
- Active Process Development: Refining and optimising support processes for enhanced efficiency.
- Automation Tool Development: Creating tools to automate routine tasks and increase quality.
- System Fault Diagnostics: Identifying and resolving system issues to maximise uptime.
- Pre-release System Testing & Beta Support: Assisting with system testing and supporting beta releases to ensure stability and performance.
- Quality Issue Investigation: Investigating and resolving quality issues to maintain premium product standards.
- Trend Analysis for Product Improvement: Analysing support trends to identify and address areas for product enhancement.
Impact and achievements
%
Improvement in 1st time resolutions.
%
Reduction in total resolution time.
%
Cost Reduction per issue handled.
%
Quality Level maintained.
Conclusion
By leveraging global reach, technical expertise, and a commitment to continuous improvement, technical support operations were transformed into a high-performing, cost-effective service. This data-driven approach and focus on quality not only reduced costs but also significantly enhanced user satisfaction and service delivery.
We are happy to help
Get in touch
Empower Your Teams and Users with Better Support. At Fixate, we transform challenges into opportunities, helping businesses streamline operations, enhance service quality, and achieve sustainable growth through tailored, people-first solutions.
Let’s make it happen. Discover how Fixate can optimise your IT support, elevate user care, and deliver results that drive real impact for your organisation.
Fruebjergvej 3, 2100, Copenhagen.
