Case Study: Qventive Healthcare achieves 90%+ L1 ticket resolution and cost savings with ScienceSoft support

Qventive Healthcare achieves 90%+ L1 ticket resolution with ScienceSoft

Qventive Healthcare, a provider of IT solutions for the healthcare industry, faced an increasing volume of support tickets that its in-house team could not handle alone. To continue delivering high-quality service to its clients, Qventive engaged ScienceSoft as a white label IT support provider to manage its Level 1 ticket load.

ScienceSoft implemented a dedicated L1 support team that provided 24/7 assistance, handling an average of 100 tickets per month. The team achieved a resolution rate of over 90%, with a 30-minute first response time for emails and a 20-second response for calls. This partnership resulted in significant cost savings for Qventive Healthcare over nine months and allowed its internal teams to focus on more complex tasks.

Qventive Healthcare