Case Study: Odyssey Logistics achieves 98% CSAT and 24/7 IT support with ScienceSoft's L1 help desk

Odyssey Logistics & Technology Corporation achieves 98% CSAT with ScienceSoft's 24/7 L1 help desk

Odyssey Logistics & Technology Corporation needed a reliable partner to augment its internal help desk and provide 24/7 uninterrupted Level 1 IT support for its globally distributed workforce. To meet this challenge, they partnered with ScienceSoft for its proven IT support expertise.

ScienceSoft implemented a 24/7 omnichannel L1 support service that handles approximately 1,500 tickets per month. The solution achieved a 98% user satisfaction rate and a first response time under 30 minutes. ScienceSoft's team also proved vital during critical incidents like the CrowdStrike outage, where they helped resolve a tripled ticket volume, minimizing disruptions and ensuring business continuity for the customer.

Odyssey Logistics & Technology Corporation