The Challenge
This multinational digital entertainment company and videogame company operates out of three headquarters locations in London, California and Tokyo. They have 13,000 end users distributed around the world that annually generate over 70,000 support tickets. The company was unhappy with its existing helpdesk provider due to ongoing service delivery issues.
Milestone Approach
Milestone recommended staffing a helpdesk in one American city that would provide global support on a 24×7 basis. Milestone was able to recruit, hire and train a complete team of 14 in only 45 days. The Milestone team represented 75% of the client’s global helpdesk workforce.
Results
The Milestone team was able to increase first level resolution capabilities by 25% and to reduce the overall ticket backlog by 50%. In addition, Milestone added a walk-up support desk and asset management functionality in the US headquarters location. Finally, Milestone continues to add additional service capabilities for all geographies.
By the Numbers
| Metric | Value |
| First level resolution | +25% |
| Overall ticket backlog | -50% |
| Users | 13,000 |
| Annual tickets | 72,000 |