If you are searching for a trustworthy partner to handle your white-label help desk operations, then Kaprikorni is your best choice.

Customer

The Customer is a US-based managed IT services provider that gives small businesses comprehensive technology and support options.

Challenge

With 25 long-term clients using the Customer’s help desk services, the Customer began to run out of internal help desk engineers to manage all the incoming support requests. The Customer was looking for a dependable outsourced help desk services provider to maintain the high level of service quality and keep the current customers.

Solution

The Customer turned to Kaprikorni for white-label help desk services because of our 15 years of help desk experience and a significant portfolio of comparable projects. Kaprikorni was tasked with managing about 200 help desk tickets per month and offering support to the end users on the Customer’s behalf.

Kaprikorni first suggested the team size and makeup by looking at the Customer’s backlog of support requests, and then it allocated a team of three L1 support engineers and a team lead. The SLA that Kaprikorni and the Customer jointly created required the agents of Kaprikorni to:

  • Give the Customer’s end users L1 help desk service and refer more complicated problems to the Customer’s internal L2 team.

  • Email response time limit – 30 minutes.

  • Issues should be resolved or escalated within 15 minutes of the initial answer.

The help desk staff at Kaprikorni was able to learn the nuances of the Customer’s ticketing system (Zoho ManageEngine ServiceDesk Plus), collaboration tool (Intermedia Unite), and end-user software in just one week.

This success later led to an extension of a trustful partnership between the Client and Kaprikorni and even prolonged to L2 support, trusting our team to handle more complex technical issues.

Results

Kaprikorni has been providing the Customer with white-label help desk services for a long period now. Kaprikorni achieved and maintained an L1 issue resolution rate of >95% during this time. The Customer intends to commit its L2 help desk tickets to Kaprikorni as well because they are pleased with the caliber and speed of the services Kaprikorni offers.