In a period of rapid expansion marked by massive growth, our customer, a leading biomedical services company, faced a pivotal challenge. They needed to scale their onsite helpdesk support to meet the escalating demand.
Efficient Ticket Processing
We doubled the efficiency of ticket processing, ensuring prompt support for the customer's operations.
Attrition Rate Reduction
Our efforts led to a remarkable drop in attrition, providing a stable and dedicated support team.
Comprehensive Ticket Management
We successfully managed 93% of the tickets, reducing the burden on the customer's workforce.
BayRock responded quickly by deploying a dedicated helpdesk team composed of 32 skilled technicians.
Within just two months, the team was successfully scaled to meet the client's immediate needs, demonstrating an agile approach.
A robust governance model was established to efficiently manage the support team. This included site leads and ticket dashboards for real-time monitoring of both team and individual performance.
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BayRock Labs has been a stalwart in the tech industry for over 12+ years, recognized as Silicon Valleyâs leading product engineering entity. Our expertise lies in crafting cutting-edge software solutions that make a global impact. Our dedication to innovation consistently earns us the reputation as the most reliable and trusted partner in the industry.
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