The Challenge
This client is a fast-growing, multinational enterprise software company with over 10,000 end users in multiple global locations that generate almost 150,000 support tickets annually. It wanted to upgrade its Site Support services to include an enhanced, high-touch service delivery model at its headquarters campus in California.
Milestone Approach
Milestone recommended a distributed workforce service model to support global sites. We recruited, hired and trained staffs of 13 in one North American city and five in another to deliver 24×7 remote service desk capabilities worldwide. We also staffed three walk-up support desks to support end users working at headquarters locations. In addition, Milestone provided support for identity and access management (IAM) functions at headquarters, technical field support across North America and Europe, and logistics in EMEA
Results
The Milestone team reduced ticket backlog by 50%, increased First Level Resolution to > 80%, and achieved SLA attainment of 98%. Employee satisfaction has increased to 99%. Milestone also scaled up its IT support capacity to support annual business growth of 30% year over year.
By the Numbers
| Metric | Value |
| Global end users | 10,000+ |
| Annual support tickets | ~150,000 |
| Backlog reduction | 50% |
| First Call Resolution | 80% |