Case Study: a US-based managed IT services provider cuts L1 help desk workload by 50% with ScienceSoft white-label support

US-based Managed IT Services Provider cuts L1 support workload by 50% with ScienceSoft

The customer, a US-based managed IT services provider (MSP), faced a growing workload from its expanding client base and sought a reliable partner to handle a substantial portion of its Tier 1 help desk tasks while upholding its strict service quality standards. The MSP chose ScienceSoft for its white-label help desk services.

ScienceSoft implemented an 8/5 Level 1 support solution, handling help desk tickets and calls for five of the MSP's end clients. The solution achieved a 30-minute first response time and resolved 50–80 tickets monthly, which cut the MSP's L1 support workload by 50%. This allowed the MSP to expand its service portfolio while maintaining quality, leading to plans for further cooperation.