Case Study: a leading industrial distributor achieves 24/7 employee support and 100% satisfaction with ScienceSoft

a North America’s largest industrial distributor achieves 100% employee satisfaction with ScienceSoft

The customer, North America's largest industrial distributor, faced insufficient quality from their former IT help desk vendor. They partnered with ScienceSoft to take over and improve their Tier 1 support services, seeking a reliable provider with extensive experience in this area.

ScienceSoft implemented a 24/7 L1 support team that handles approximately 500 tickets per month, resolving 40-50% of issues at the first level. The solution achieved a 30-minute first response time and a 100% employee satisfaction score, significantly improving support quality for the customer. ScienceSoft continues its successful cooperation with the client.