Case Study: a multinational software company achieves 98% IT support satisfaction with UST Global managed services

multinational software company sustains 98% IT support satisfaction with UST Global

UST helped a multinational software company that needed to outsource its IT support services to reduce costs, increase innovation, and gain staffing flexibility. The vendor assumed management of the customer's desktop support, Tech Café, and depot services through a managed services engagement.

The solution from UST included enhancing service processes and providing exceptional adaptability, especially during the COVID-19 pandemic by shifting to remote support and scaling teams for office reopenings. As a result, UST consistently surpassed service targets for seven years, achieving 98% ratings on KPIs, SLAs, and customer satisfaction, while the company reduced overhead and reallocated internal IT staff to strategic projects.