Case Study: a leading European IT services company achieves 99% SLA and faster support with ICterra L2/L3 software maintenance

Leading European IT Services Company improves SLA to 99 with ICterra in 3 months

A leading European IT services company with over 100,000 employees faced the challenge of reducing the high operational expenses associated with its 12x5 application support operations while simultaneously improving service quality. To address this, they engaged ICterra for its L2/L3 software support and maintenance services.

ICterra built a dedicated, centralized service desk operating on an SLA-based managed services model. Their solution included creating a complete knowledge base from scratch, adopting an ITIL framework, and defining new KPIs. The results were significant, with SLA scores increasing from the 90s to 99s and customer satisfaction rising from the 4s to 4.7 out of 5. ICterra also helped the client achieve a 30% reduction in ticket resolution time and a major decrease in total support costs.