Case Study: one of Canada’s top home services providers improves IT service desk performance with Compugen

One of Canada’s Top Home Services Providers boosts SLA compliance to 92% with Compugen

Compugen helped one of Canada's top home services providers overcome significant IT service desk challenges, including rising wait times and missed service level agreements (SLAs) that were creating support backlogs and frustrating end-users. The customer needed to reduce delays and improve the efficiency of their IT support operations.

The solution involved Compugen streamlining service desk workflows, implementing smart staffing strategies to align resources with demand, and maintaining close collaboration with the client's IT leadership. As a result, the customer achieved a 92% SLA compliance for average speed of answer, up from 88%, and a 96% first-call resolution rate. These improvements created a more efficient IT environment and freed the client's internal teams to focus on strategic initiatives.