Case Study: a leading property management company achieves 75% first-call resolution and 50% lower support costs with SumaSoft Help Desk Support

UK’s Leading Property Management Company boosts first-call resolution to 75% with SumaSoft

SumaSoft provided help desk support services to a major UK property management company. The client, which manages store planning, fit-out, maintenance, and inventory, faced challenges due to its expanding operations. An increased number of retail sites and users led to a higher workload for its UK support team, resulting in the need for improved turnaround times, greater user satisfaction, and reduced support costs.

The solution implemented by SumaSoft involved establishing a dedicated team of support engineers and a secure operations center. This team provided comprehensive troubleshooting for over 1,300 users and managed all incidents from initiation to resolution. As a result of SumaSoft’s call-handling processes, the client achieved a first-call resolution rate of over 75% and reduced its support costs by 50%.