Case Studies

How SYDESK Helped RapidCompute to Achieve Faster Ticket Resolution Rate

By December 6, 2019 No Comments

Case study Rapidcompute

RapidCompute is a division of Cybernet, operating as the largest Cloud Service Provider in Pakistan, since 2011, providing high performing, standards-based, flexible and robust Cloud Solutions to increase efficiency and profits of the businesses, in B2B & B2C segments.

RapidCompute is an ISO 27001:2013 certified service provider, for Information Security Management System (ISMS) and (CSA – STAR) Cloud Security Alliance – Security, Trust, Assurance and Registry.

The Challenge:

RapidCompute wanted to reduce the ticket resolution time, with efficiency, accuracy, tracking and reporting. It looked for a partner to understand the business model of a cloud provider and offer a custom-made helpdesk system.

What happened next?

RapidCompute achieving customer goals with SYDESK!

SYDESK facilitated RapidCompute with a customized & efficient ticketing system which reduced the duration of ticket resolution and smoothened the customer query management, using following features;

Prioritizing:

SYDESK has enabled the prioritization of top issues as per Service Level Agreement and organizing it in categories. This helps in faster resolution and it ultimately ensures higher customer satisfaction.

Tracking:

The tracking feature helped the entire team to keep track of time taken for a ticket resolution, to ensure the objectives are achieved as per the defined standards. Thus, resulting in improved operational efficiency.

Reporting:

SYDESK provides reports and analytical tools which helps the team to track the status of tickets on a daily as well as weekly basis. This provides the team with valuable business insights and also helps in improving services.

Conclusion:

Mr. Imran-Managing Director at RapidCompute has found exceptional value in SYDESK’S comprehensive and customizable solutions.

Sybrid has been a great partner in understanding the intricacies of our business model & helping us achieve our customer goals’’ said; Mr. Imran.

         Achievements:

  • Fast Ticket Resolution (Increase by 35%)
  • Improved Operational Efficiency
  • Enhanced Customer Satisfaction
  • Consistent & Better Customer Experience