Case Study: Delap LLP achieves 24/7 L1 support efficiency with ScienceSoft white-label help desk services

Delap LLP resolves 60% of L1 tickets in 7 minutes with ScienceSoft

Delap LLP, a US-based financial services firm and managed service provider, faced a rapidly expanding number of Tier 1 support requests from its clients, which increased the workload on its in-house L2 and L3 engineers. To alleviate this burden without compromising its high service standards, Delap partnered with ScienceSoft to provide white-label L1 help desk support.

ScienceSoft implemented a team of nine L1 engineers and a team lead who began providing 24/7 support within two weeks. The solution handled software and hardware troubleshooting, user account management, and other tasks, resolving 60% of all tickets without escalation. This partnership resulted in a 7-minute average first response time and freed up Delap's in-house teams to focus on more complex issues.

Delap LLP