Case Study: Wireless Watchdogs improves SLA performance with Unity Communications

Wireless Watchdogs - Customer Case Study

Wireless Watchdogs, an award-winning wireless management company, was struggling with absenteeism, overtime, HR issues, and a shortage of support staff as growth increased demand on its helpdesk and technical support teams. Unity Communications provided outsourcing services to help lighten the load and keep daily operations running efficiently.

Unity Communications created a custom SLA with measurable KPIs and built an offline team available 24/7 to handle repetitive, time-consuming tasks. Within a week, work was shifted to the offline team, and after four months Wireless Watchdogs exceeded its SLA, reduced temporary staffing needs, avoided overtime, improved quality, and freed up senior staff to focus on core work and growth.

Wireless Watchdogs