Case Study: Leading Network Security and Information Management Company achieves 24/7 support and lower costs with Flatworld Solutions

Leading Network Security and Information Management Company - Customer Case Study

Leading Network Security and Information Management Company, a U.S.-based network security and information management provider, needed a stronger product support setup as its business expanded internationally. With a growing client base, it struggled to offer support after normal working hours, faced long turnaround times for customers in Asia and Europe, and was under pressure to reduce support costs.

Flatworld Solutions implemented a dedicated product support service with a trained team, secure support center, and staged rollout of email, voice, and chat support, along with severity-based handling, escalation to the engineering team, call tracking, training, and MIS dashboards. Within 6 months, Flatworld Solutions helped reduce the workload on the U.S. support team, deliver 24x7 support, improve customer satisfaction, and significantly lower overall support costs.