Case Study: Telecoms Company achieves integrated third-party support and SLA transparency with SymVolli

Telecoms Company - Customer Case Study

Telecoms Company, a manufacturer of telephone‑recording hardware used to record over two million calls per day, faced challenges managing support across third‑party partners and meeting back‑to‑back SLAs. They engaged SymVolli to deliver an integrated support service that would provide total transparency of support activities, channel clients to the appropriate partner, and log sales and partner‑channel projects.

SymVolli implemented a multi‑process support platform that logs projects, routes support back to partners, builds a knowledgebase, and measures response times and the time taken by each party on cases. Using SymVolli’s workflows and measurement tools, Telecoms Company gained clear SLA accountability, improved response‑time tracking, better coordination with third‑party suppliers, and more reliable on‑time resolution for customers.