Case Study: a major internet search firm achieves 50% faster ticket resolution with Astreya's Network Operating Center helpdesk

Major Internet Search Firm - Customer Case Study

A major internet search firm needed to refine its inefficient network support processes. Routine requests were overburdening its high-level network engineers, which decreased customer experience and hurt engineer morale. To address this, the firm partnered with vendor Astreya to implement a dedicated Network Operating Center.

Astreya established a helpdesk to process service calls and exclusively handle all level 0 support requests. This solution successfully channeled work to the appropriate staff and significantly reduced the engineers' workload. The results were a 50% reduction in ticket resolution time, with 80% of requests resolved in less than four hours.