Case Study: ScribeAmerica achieves 7-minute L1 support response times with ScienceSoft

ScribeAmerica resolves 70% of tickets at L1 with ScienceSoft

ScribeAmerica, a leading US medical scribe company with over 25,000 employees, faced an overload of Level 1 support tickets from its large workforce across 3,500 healthcare facilities. Their in-house team was unable to manage the volume, so they hired ScienceSoft to provide L1 technical support services.

ScienceSoft implemented a dedicated team to provide 12/5 L1 support, handling around 900 tickets monthly with a 7-minute first response time. The solution successfully resolved 70% of all incoming tickets at L1, freeing ScribeAmerica's internal team for more complex tasks. ScienceSoft also proactively took on additional responsibilities like password resets, further optimizing the support process.

ScribeAmerica

David Torres

IT Operations Manager at ScribeAmerica