Case Study: Confidential client achieves 24/7 IT support and 35% fewer tickets with Marlabs

a confidential client cuts ticket volumes 35% with Marlabs

The client, a Fortune 1000 company specializing in mineral and chemical additives, faced operational instability with its unevenly spread IT support teams that provided only limited coverage. They needed robust 24/7 support processes, improved data governance, and a stronger security posture. Marlabs was engaged to address these challenges.

Marlabs established a remote English language helpdesk and an integrated operations center to provide 24/7 global coverage. The solution included upgrading security and monitoring tools, streamlining knowledge repositories, and implementing automation. This resulted in a 35% reduction in ticket volumes, the integration of 1400 users from acquired entities, and a 30% improvement in KPIs, enabling the client's team to reclaim thousands of staff hours for project work.

Confidential Client