Case Study: a US-headquartered biotechnology and genomics company achieves 99% SLA-compliant 24/7 L1 help desk support with ScienceSoft

a US-headquartered, fast-growing biotechnology and genomics company cuts support workload by 65% with ScienceSoft

The customer, a US-headquartered fast-growing biotechnology and genomics company, faced a significant increase in workload for its internal IT support team due to rapid global expansion. Seeking a more flexible and scalable solution, the company partnered with ScienceSoft to outsource its entire L1 employee help desk process.

ScienceSoft implemented a 24/7 L1 support service that handles 450-550 tickets monthly. Their team achieved a 99% SLA compliance rate, resolved 55-65% of issues at the L1 level, and efficiently escalated the rest. This solution reduced the workload on the customer's in-house support team by 65%, leading to a decision to expand the partnership with ScienceSoft.