Case Study: a global financial services organization achieves 64% faster IT resolution with Astreya’s global service desk

Global financial services organization cuts IT resolution time 64% with Astreya

Astreya partnered with a global financial services organization that was struggling with fragmented regional help desks, aging ticket backlogs, and high escalation rates that were draining its Tier 3 engineering capacity. This disjointed support model frustrated users and eroded confidence in IT's ability to deliver.

Astreya implemented a centralized 24/7 global service desk featuring a tierless support model, advanced analytics, and deep collaboration with subject matter experts. This solution delivered dramatic results for the client, including a 64% reduction in mean time to resolve, a 72% drop in Tier 3 escalations, and cost savings approaching 50%. Customer satisfaction was sustained above 99%, and the success of the program led the client to significantly expand its scope with Astreya.