Case Study: Tarian achieves 4x faster issue resolution with ScienceSoft’s 24/7 L1–L2 employee support

Tarian cuts issue resolution time 4x with ScienceSoft

ScienceSoft provided 24/7 L1–L2 employee technical support services for Tarian, a fast-growing security services company. The customer needed an experienced partner to deliver omnichannel support, requiring engineers with a strong technical background capable of navigating complex IT infrastructure without heavy reliance on documentation.

The solution included 24/7 support handling approximately 500 monthly tickets via multiple channels, alongside IT process optimization such as network diagram creation and single sign-on integration. ScienceSoft achieved key results for Tarian, including a 97% call acceptance rate, improved cyber protection, and an issue resolution time reduced by around four times.

Tarian

Mark Stephens

Senior Vice President, Information Technology, Business Intelligence and Analytics at Tarian