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