Enhancing Ticket Resolution for a
Global HR SaaS Leader
Driving Higher NPS and SLA Compliance for Demanding Clients
Business context
A global leader in HR SaaS faced challenges in meeting the demands of over 2000 highly demanding clients who required faster resolution of tickets. The need to deliver higher Net Promoter Scores (NPS) was critical, with a scope encompassing applications and infrastructure on the cloud. The organization struggled with SLA misses and ageing tickets, necessitating a comprehensive strategy to improve ticket resolution times and overall client satisfaction.
- 2000+ highly demanding clients requiring faster resolution of tickets
- Need & Urgency to deliver higher NPS
- 1 Applications and infrastructure on the cloud
- 1 Identify and Capture SLA misses & age-ing tickets
Algoleap Solution
To address the business challenges of the global HR SaaS leader, Algoleap deployed a comprehensive solution. This included a managed services team to provide 24/7 support, Level 1.5 (L1.5) support for monitoring and incident management across applications and infrastructure, and specialized Level 2 (L2) teams. The solution focused on incident reduction through IT Process Automation (ITPA) and enhanced observability for critical transactions, ensuring improved ticket resolution and client satisfaction.
- Deployed a managed services team to cover 24/7 support
- 1 Implemented L1.5 support to cover monitoring and incident management across applications & infrastructure
- Established specialized L2 teams
- Focused on incident reduction via ITPA and observability for critical transactions
Business Impact
Algoleap’s solutions created substantial business impact for the global HR SaaS leader by meeting Service Level Agreements (SLAs), reducing incidents through automation, and improving Net Promoter Scores (NPS) by 20%. Additionally, Priority 1 (P1) incident management was effectively handled by a comprehensive command center setup, ensuring timely and efficient resolution of critical issues.
- Met SLAs with high efficiency output
- 1 Significant reduction in Incidents via automation
- 1 Net Promoter Score improved by 20%
- Effective P1 incident management delivered by a comprehensive command center setup
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