Summary
This case study outlines the implementation of Blue Mantis' Help Desk Services to support a global application delivery networking provider with over 4,300 employees. The client faced challenges in managing a high workload of repeatable Tier 1 events and lacked a 24/7 capable help desk. The objective was to provide continuous support while optimizing the resolution of basic events. Blue Mantis integrated its services into the client's existing help desk structure, utilizing their ITSM platform and enabling live transfer capabilities. The solution resulted in a 30% reduction in operational expenses compared to in-house service provision. Over 12 months, the help desk received 31,000 tickets with a first call resolution rate of 74.7% and an average call queue time of 48 seconds. Internal surveys indicated a 96.1% satisfaction rate among users. The flexible capacity model allowed for adjustments in service levels, improving response times for more complex issues and reducing operational gaps.
