Case Study: HVG Systems scales Tier 1 help desk support with ScienceSoft

HVG Systems scales Tier 1 support to 38 clients with ScienceSoft

HVG Systems, an MSP delivering IT services to businesses globally, faced a growing demand for user support from its clients. To manage this, they needed a reliable partner to provide efficient Tier 1 help desk services, allowing their internal team to focus on more complex issues. They chose to partner with ScienceSoft for IT support services.

ScienceSoft implemented a Tier 1 help desk solution, quickly mastering HVG Systems' processes and ticketing software. They began providing 8/5 support, resolving common technical issues and escalating more complex cases. As a result, HVG Systems was able to reallocate internal resources and scale their client base. The partnership led to increased customer satisfaction, and the contract was expanded within a year, with ScienceSoft's monthly ticket package growing from 150 to 300 tickets and the number of clients they support for HVG Systems increasing from 5 to 38.

HVG Systems