In-depth 2nd line technical support was provided across four strategically located sites in Europe, Asia, and the Americas.

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Overview A comprehensive range of 2nd line technical support services

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:

  • 01

    User Access Control

    Managing permissions and access rights to ensure secure and efficient operations.

  • 02

    Knowledge Management

    Developing and maintaining a knowledge base to improve service levels.

  • 03

    Active Process Development

    Refining and optimising support processes for enhanced efficiency.

  • 04

    Automation Tool Development

    Creating tools to automate routine tasks and increase quality.

  • 05

    System Fault Diagnostics

    Identifying and resolving system issues to maximise uptime.

  • 06

    Pre-release System Testing & Beta Support

    Assisting with system testing and supporting beta releases to ensure stability and performance.

  • 07

    Quality Issue Investigation

    Investigating and resolving quality issues to maintain premium product standards.

  • 08

    Trend Analysis for Product Improvement

    Analysing support trends to identify and address areas for product enhancement.

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Delivery results

With a dedication to service and technical expertise, a technical data review process was implemented to ensure accurate, high-quality documentation, delivering results ahead of schedule and within budget.

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The entire project was completed well within the allocated budget.

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Final delivery was successfully completed 30% faster then requested


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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.

Our global presence creates global opportunities

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Based in Copenhagen, we operate around the globe to to deliver total support where and when you need it.