Case Study: Large IT Company boosts tech support productivity and uncovers fraud with Kickidler

Pinpointing Fraudsters and Underworked Tech Support Specialists

The customer, a large IT company, contacted Kickidler with an unspoken challenge. Their US-based first-line tech support team was underperforming compared to their European division, with calls going unanswered for extended periods despite having a similar employee-to-call ratio. The company sought to understand the root cause of this productivity issue without immediately expanding the team.

Kickidler implemented a two-phase employee monitoring solution, first covertly to establish a baseline and then openly to influence behavior. The initial result was a significant 27% productivity increase, which later stabilized at a steady 15% improvement. After two weeks, the monitoring data revealed two second-line support employees who had been creating and closing fake tickets to meet quotas; they were subsequently fired. This discovery allowed the company to rebalance its workforce, avoiding the need to hire five new staff. Overall, Kickidler’s implementation identified fraud, optimized operations, and delivered a 15x return on investment within the first month.