The customer chose to protect their confidential information
24/7 Support for an iGaming Application
About the client
Andersen's customer in this business case runs an app in the rigorously regulated and compliant field of iGaming. As such, it sets strict requirements in terms of security, data protection, privacy, etc.
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Project overview
Growing online gaming app. Dedicated HelpDesk team providing a wide range of basic customer support functions.
Service functionality
- JIRA Service Desk + Confluence Knowledge Database
- Transfer of incoming emails to the ticketing system
- Agreed SLAs for each type of request
- Reporting dashboard
Solution
Andersen established a dedicated Service Desk solution and provided a team of HelpDesk agents working on a 24/7 basis. In addition, IT service level agreements and reporting schemes were defined. It allowed client to get all incoming requests of his application forwarded to the Service Desk system where IT specialists managed them. As result, the level of customer satisfaction significantly increased that led to the growth of their loyalty and growth of application popularity.
Results
- Increased percentage of satisfied customers from 80% to 95%
- Decrease of average time to respond and average time to resolve request
- Application popularity growth by 20%
- 24/7 application support availability
Let's talk about your IT needs
What happens next?
An expert contacts you after having analyzed your requirements;
If needed, we sign an NDA to ensure the highest privacy level;
We submit a comprehensive project proposal with estimates, timelines, CVs, etc.
Customers who trust us
