24/7 L1 Support for the World’s Leading Aviation eLearning Solutions

About Our Customer

The Customer is the world’s leading provider of eLearning solutions for the aviation industry. The company’s SaaS learning management system (LMS) is used by over 250 airline businesses, aviation training organizations, and aircraft maintenance providers globally. The Customer maintains the highest customer support standards to ensure top-notch remote learning experience for the aviation trainees and learning program administrators.

Previous Vendor Failed to Meet the Agreed Support Standards

The Customer lacked in-house help desk resources to cover the vast LMS user base and relied on a third-party IT support vendor to handle L1 issue resolution. However, at a certain point, the vendor started neglecting the agreed support KPIs, which resulted in user dissatisfaction and put the Customer’s reputation at risk. The Customer terminated the vendor agreement and sought a reliable partner to take over its Tier 1 support processes. ScienceSoft came across as a trustworthy vendor with 16 years of experience in IT help desk and deep practical knowledge of the eLearning domain.

Resolving 400 L1 Tickets a Month and Optimizing Omnichannel Support Flow

ScienceSoft assembled a team of eight L1 support agents and a lead support engineer to provide all-around LMS user support on a 24/7 basis. The team was to handle help desk requests received via live chat, e-mail, a learning portal, and phone, which amounted to about 400 tickets per month.

Before the cooperation started, ScienceSoft’s team explored the Customer’s help desk processes and the specifics of the SaaS LMS to understand common user issues and plan the response actions. Our team lead also analyzed the Customer’s L1 support toolkit and advised on additional tools that would reduce support efforts and cut the issue resolution time. In particular, our expert suggested relying on Amazon Connect (a cloud-based contact center service) to orchestrate and process omnichannel requests faster. Another recommendation was setting Jira Service Desk (a ticketing system) to facilitate the cooperation between L1 and L2 support teams. The Customer found the initiative reasonable, so our team quickly set up the tools and began the help desk operations.

ScienceSoft’s engineers covered the following support tasks:

• User authentication issues: login and password management, account lockouts, etc.
• Course access issues: learner and instructor licensing, link-based access, etc.
• Learning content issues: content loading, video/audio issues, progress logging, etc.
• Knowledge assessment issues: course completion, assignments, exams, etc.
• Mobile learning issues: progress syncing, updates, etc.
• LMS subscription issues.
• Escalation of more complex issues to the Customer’s L2 support team.

As defined by the SLA, ScienceSoft’s help desk agents respond to email and learning portal tickets within 30 minutes, address live chat requests within 1 minute, and answer calls within 40 seconds. According to the agreed cooperation model, the team takes part in regular support management meetings. ScienceSoft’s support engineer provides weekly reports on the number of tickets and calls (categorized by issue type), average response time, resolution and escalation rates.

Fast Tier 1 Issue Resolution to Drive 92%+ CSAT

As of November 2023, the Customer has relied on ScienceSoft’s L1 support team for over six months. Our experts helped the Customer improve the collaboration among different support levels and ensure rapid escalation of complex issues.

Thanks to ScienceSoft’s professional approach, the company enhanced user eLearning experience and consistently scores 92%+ in customer satisfaction with support quality. Satisfied with ScienceSoft’s strict adherence to SLA, the Customer plans to expand our cooperation by increasing the number of tickets entrusted to our agents.

Technologies and Tools

Amazon Connect, Jira Service Desk, Amrut Software chat for JIRA Service Management.