Pulling our socks up to provide 24X7, cost-effective ticket resolution

THE CLIENT

The client is a popular and rapidly expanding athletic apparel manufacturer with worldwide operations.

THE PROBLEM

The client faced a large volume of customer requests and therefore wanted to swiftly resolve at least 90% of the tickets without incurring heavy expense. It included addressing the following issues:

• Abrupt upsurge in ticket count leading to protracted turnarounds
• Inability to scale headcount due to irregular and random flow of tickets
• Palpable reduction in vendor satisfaction stemming from deferrals in ticket resolution