WiTuners Case Study for a Large Help Desk
Improvement from WiTuners Performance and Optimization solutions
The following table illustrates the improvement and cost benefits using WiTuners’ solution:
| Before | After | Improvement by WiTuners | |
| Trouble tickets | 30,000 | 30,000 | |
| Tier-1 solving rate | 70% | 91% | 30% |
| Tier-1, solves | 21,000 | 27,300 | 6300 |
| 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% |
| Tier-2, solves | 6,300 | 2,457 | |
| 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.
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