Case Study: a leading American telecommunications giant achieves 24x7 global tech support with AgreeYa Solutions' TechOps model

The Telecom Giant - Customer Case Study

A leading American telecommunications giant with 90,000 global employees faced significant operational inefficiencies due to its limited tech support, which was only available during U.S. business hours. This time zone disparity hindered its international teams and led to prolonged downtimes. The company partnered with AgreeYa Solutions to find a resolution.

AgreeYa implemented a multi-demographic TechOps support model using a global team of 57 engineers based in the U.S., Mexico, and India. This solution enabled seamless 24x7 support, reducing query resolution time to just 15 minutes. The results included minimized downtime, a 77% performance score, and a Customer Satisfaction (CSAT) score of 3.76 that exceeded the average, significantly enhancing operational efficiency for the telecom giant.