Case Study: System One Streamlines L1–L3 Support and Data Integration with ScienceSoft

System One resolves 1,000+ requests with ScienceSoft

System One, an international provider of outsourced services with over 9,000 employees, faced a need for additional resources to support its custom applications and monitor data integrations across multiple cloud systems. To handle these time-consuming tasks and maintain proprietary software, the company engaged ScienceSoft for professional L1-L3 IT help desk support services.

ScienceSoft provided a dedicated team including support agents and engineers who delivered comprehensive support and evolution for six enterprise systems. The vendor's solution included 12/5 L1-L2 support, L3 database engineering, software feature development, and the implementation of a CI/CD pipeline. Over three years of collaboration, ScienceSoft resolved over 1,000 requests, increased employee performance by offloading administrative tasks, ensured continuous software evolution, and maintained data consistency across five key systems.

System One

Lisa Biondi

Chief Information Officer