Case Study: a leading contract research organization achieves higher customer satisfaction with Technosoft's integrated helpdesk and chat solution

Integrated helpdesk and chat solution helps leading CRO streamline processes, achieve high ROI and improved customer service

The client, a world's leading contract research organization and a Fortune 500 company, was facing challenges in managing rapid organizational growth and needed to implement a new generation of IT service desk without causing major disruption. They partnered with Technosoft Corporation to address these concerns and find a modern solution.

Technosoft implemented an integrated helpdesk and chat solution to provide comprehensive customer service and technical support. This solution streamlined processes and achieved a high return on investment, resulting in significant measurable benefits for the client. These included increasing the same-day ticket closure rate to 70%, reducing repeat calls to 10%, and achieving a 90% customer satisfaction score. Technosoft's partnership enabled $2M in cost savings and established them as a trusted advisor to the client.