Case Study: FläktGroup streamlines global L1 help desk support with ScienceSoft

FläktGroup handles 1,250 tickets per month with ScienceSoft

FläktGroup, a global market leader in indoor air quality and ventilation solutions, faced a challenge where its in-house IT support teams were overwhelmed by the volume of employee support tickets across its international offices. To ensure quick and efficient Level 1 support for its employees in various time zones, FläktGroup sought a professional managed services provider and partnered with ScienceSoft to provide L1 help desk services.

ScienceSoft established two dedicated L1 support teams to cover FläktGroup's employees in Europe and North America, managing tickets through Microsoft Dynamics 365 Customer Service. The solution efficiently resolved 60-80% of all incoming tickets, freeing FläktGroup's internal team to focus on more complex issues. ScienceSoft consistently met SLA targets, including a first response time of under 30 minutes for tickets, leading to high user satisfaction and an expanded partnership that now includes L2 support and L3 tasks.

FläktGroup