Case Study: a US-based managed IT services provider achieves >95% L1 issue resolution with ScienceSoft white label help desk services

US-based Managed IT Services Provider maintains >95% L1 resolution rate with ScienceSoft

A US-based managed IT services provider was facing a challenge after its client base grew to 25 long-term customers. The company lacked sufficient in-house help desk engineers to handle all incoming support requests and needed a reliable outsourced provider to maintain its high service quality. They turned to ScienceSoft for white label help desk services.

ScienceSoft assigned a team to provide Level 1 support, handling approximately 200 tickets per month. The team quickly learned the customer's systems and began resolving issues related to logins, PCs, networks, and Microsoft 365. For over a year, ScienceSoft maintained an L1 issue resolution rate of over 95%, a result that pleased the customer so much they decided to extend the partnership to include Level 2 support.