Key results
Resolution Time
2-5 days
vs 4-8 days
CSAT Score
4.9-5.0
Result highlights
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The story
A global AI cloud infrastructure provider serves the world’s top AI labs and enterprises, where a single hour of downtime incurs massive costs.
Rapid growth exposed a fragmented workflow where engineers manually pieced together context across disparate tools like FreshDesk and Slack. Staff...
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Quotes
“Every interaction has to protect their time and keep their systems running”
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The company
Scope & timeline
- Support process revamped in 90 days
- Internal training completed in 1 week