Case Study: a US-based renewable energy company achieves 24/7 L1 employee support and 100% satisfaction with ScienceSoft

a US-based renewable energy company delivers 24/7 L1 support with ScienceSoft, resolving 48% of tickets

A US-based renewable energy company faced the challenge of scaling its IT support to provide 24/7 Level 1 assistance to its globally dispersed workforce of over 1,500 employees. Their internal IT team was previously only available during regular business hours. To address this, they partnered with ScienceSoft for its 24/7 L1 employee support service.

ScienceSoft implemented a help desk solution that handles approximately 500 tickets per month. Their team achieves a first response time of under 30 minutes and resolves most issues within a business day, successfully addressing 48% of all incoming tickets. This resulted in a 100% employee satisfaction score and freed the client's internal team to focus on more complex tasks.