Improvement from WiTuners Performance and Optimization solutions
The following table illustrates the improvement and cost benefits using WiTuners’ solution:
|Before||After||Improvement by WiTuners|
|Tier-1 solving rate||70%||91%||30%|
|Time per ticket||2 hours||0.5 hour||1.5 hours, 300%|
|Average solving time||2 days||0. 5 day||1.5 day, 300%|
|Passes to Tier-2||9,000||2,700||6300|
|Tier-2 solving rate||70%||91%||30%|
|Average solving time||5 days||0.5 day||4.5 days|
By implementing WiTuners Performance and Optimization solutions trouble ticket resolution has improved greatly for the organizations Help Desk.
- Tier 1 support is now able to resolve significantly more trouble tickets before escalating to the more costly Tier 2 support.
- Ticket resolution time has decreased dramatically with both Tier 1 and Tier 2 support.
- More support calls and trouble tickets are being handled by existing Help Desk resources thus reducing the need for additional personnel.
- Information gathered by WiTuners solutions is being used for planning of additional customer requirements.
- Customer response time has been greatly improved creating improved levels of customer satisfaction.