Case Study: a US-based global investment and asset management firm achieves scalable, secure IT support with Kocho

US-based Global Investment and Asset Management Firm handles 30K+ tickets a year with Kocho

The customer, a US-based global investment and asset management firm, faced the challenge of scaling its IT support to facilitate rapid growth and a sudden shift to remote work during the COVID-19 pandemic. They needed to augment their support capabilities with skilled professionals without increasing operational costs or diverting their internal IT team from strategic goals. They partnered with Kocho for its managed IT support service.

Kocho implemented a dedicated, ringfenced support team that worked alongside the client's internal IT and an on-site engineer. The solution provided by Kocho delivered a 99.8% response rate and resolved over 97% of support tickets, seamlessly handling an increase from 2,690 to over 30,000 tickets per year. This partnership provided the firm with a scalable, secure, and cost-efficient IT support foundation, enabling continued growth and modern collaborative work.