Case Study: Fortune 500 Tech Firm achieves streamlined, organized support and resolves 400-ticket backlog with TeamSupport

Fortune 500 Tech Firm Experiences Enhanced Organization and Improved Efficiency With Teamsupport

A business unit within a Fortune 500 software company needed a ticketing system to help its customer support team streamline workflows, organize a large backlog, and respond more efficiently to its business clients. The existing support process included 400 untouched legacy tickets and frequent unauthorized calls that tied up time and resources.

They implemented TeamSupport, using its Client Portal to direct authorized requests, CRM integration for a unified customer view, and a flexible setup that fit the team’s processes. Since adoption, the team has processed 6,700 tickets, cleared the 400-ticket backlog, eliminated unauthorized calls, and now categorizes and reports interactions by metric to target training and improve performance.