HTC’s 24x7 service desk lowers ticket resolution time and cost, and enables better resource utilization

INTRODUCTION:

Our client is a global leader in Cybersecurity solutions. They develop and sell cybersecurity solutions, such as physical firewalls, antivirus software, intrusion prevention systems, and endpoint security components.

CHALLENGE:

The customer wanted quick action on account creation, disabling, transfer, etc. Being a global corporation, they wanted the Salesforce Helpdesk running 24×7. However, the volume of tickets did not justify assigning one FTE each shift. Thus, the client had some of their Salesforce developers handling the tickets. This caused dissatisfaction amongst the staff and disturbed the development team’s focus.

Since HTC was servicing other areas of Sales Operations, the client referred this problem to HTC.