Case Study: Lolli & Pops achieves 24/7 employee support and 100% user satisfaction with ScienceSoft

Lolli & Pops achieves 100% user satisfaction with ScienceSoft's 24/7 L1 support

Lolli & Pops, a rapidly growing premium confectionery retailer with over 70 stores, needed a 24/7 help desk partner to provide IT support for its employees. Their key requirements included a team with strong technical skills to navigate a complex infrastructure of 13 different software solutions and excellent communication abilities to resolve issues efficiently and collaborate with on-site technicians. They partnered with ScienceSoft for its IT help desk services.

ScienceSoft implemented an omnichannel L1 support solution, handling approximately 400 tickets per month via email, phone, and live chat. Their agents maintained a first response time of under 30 minutes and administered the retailer's diverse software suite, which included POS systems, surveillance, and network monitoring. The partnership resulted in a 100% user satisfaction score from Lolli & Pops employees and allowed the client's internal IT team to focus on strategic digital transformation initiatives.

Lolli & Pops