After-Hours L1 Support for SkillDirector

Summary

For eight months, ScienceSoft has provided after-hours L1 support for one of SkillDirector's clients. By partnering with ScienceSoft, SkillDirector successfully retained its client's loyalty and high customer satisfaction.

About SkillDirector

With a mission to inspire a culture of lifelong learning, SkillDirector provides services and software solutions for competency assessment and development. Its comprehensive product lineup includes a self-directed learning engine, which streamlines the management, delivery, and monitoring of learning and development programs for over 3,000 job roles.

SkillDirector has a knowledgeable internal support team that promptly resolves the clients' issues related to SkillDirector’s software during business hours. However, in response to a specific client's need for round-the-clock support, SkillDirector decided to involve a professional MSP to efficiently cover after-hours IT support.

Handling Initial User Response

Trusting ScienceSoft's 16-year track record in help desk services, SkillDirector engaged us to provide after-hours L1 support under its brand.

SkillDirector quickly gave ScienceSoft's team access to their ticket management system, Freshdesk, enabling us to get to work in three days. As outlined in the SLA, ScienceSoft's agents were entrusted with the following duties:

• Processing all the incoming tickets and updating ticket statuses to pending.
• Changing ticket priority to a higher level (if necessary).
• Sending responses to users.

ScienceSoft handled approximately 45 tickets per month and provided initial user responses from 6 p.m. to 8 a.m. on weekdays and round-the-clock support on weekends. Although SkillDirector allowed a 4-hour window for the first response, our team usually processed all the tickets and responded within 30 minutes or less. During regular business hours, the SkillDirector's support engineers resolved the tickets.

SkillDirector had complete visibility into the quality of the service delivered, as ScienceSoft provided regular reports that covered all the KPIs agreed in the SLA, e.g., support availability, monthly case package, total amount of cases, and average first response time.

During eight months of successful collaboration, SkillDirector always shared positive feedback, demonstrating its satisfaction with our support services.

Positive Outcomes for SkillDirector

• Quick first response within 30 minutes or less.
• With ScienceSoft's assistance, SkillDirector kept the client's loyalty and maintained a high customer satisfaction score.

Tools

Freshdesk, Microsoft Outlook.