Case Study: Welch's achieves ten-fold support improvement and higher user confidence with Contegix 24/7 Service Desk & Level II Onsite Support

Welch's - Customer Case Study

Welch’s, the processing and marketing arm of the National Grape Cooperative, supports more than 650 end-users across multiple locations and sells products in the U.S. and about 40 countries. Their previous IT provider delivered low first-contact resolution, long ticket resolution times, an inadequate knowledge base, no formal QA program, and low end-user confidence in support.

Contegix was engaged to provide 24/7 Service Desk and Level II Onsite Support, build a comprehensive knowledge base, and implement a robust QA program (including a 14-point analyst evaluation, coaching, and recognition). The integrated Level I/Level II approach drove faster, more efficient incident resolution, resulting in significantly improved service levels, higher user confidence, and measurable gains in employee productivity and support efficiency.

Welch's

Gilbert Gonzalez

Lead IT Service Desk Analyst