Case Study: SkillDirector achieves faster after-hours support and higher customer satisfaction with ScienceSoft

SkillDirector cuts after-hours response time to 30 minutes with ScienceSoft

SkillDirector, a provider of competency assessment and development software, faced a challenge when one of its clients required round-the-clock support. Their internal team only operated during business hours, so they partnered with ScienceSoft to provide after-hours Level 1 help desk support under the SkillDirector brand.

ScienceSoft's team quickly integrated with SkillDirector's Freshdesk system to process and respond to after-hours tickets. They consistently provided a first response in under 30 minutes, far exceeding the agreed SLA. This solution allowed SkillDirector to retain the client's loyalty and maintain a high customer satisfaction score, with ScienceSoft receiving consistently positive feedback for their swift and professional service.

SkillDirector