ScienceSoft Healthcare
ScienceSoft Finance
Employee Support for Society6 Achieves 100% First-Contact Resolution
Summary
ScienceSoft has provided 8/5 L1 employee support for Society6, an ecommerce brand offering art and design products created by independent artists. ScienceSoft’s team took over L1 support operations under tight time constraints and now maintains a 30-minute FRT and 100% first contact resolution.
About Society6
Society6 is a US ecommerce retailer that connects shoppers with designs by independent artists from around the world. The company focuses on artistic diversity, unique products, and high-quality production.
Society6 was moving to an outsourced employee support model and needed an external L1 team to quickly take over daily help desk operations while keeping internal business processes uninterrupted. The transition was complicated by limited IT support documentation, which meant the new team had to ramp up with minimal guidance.
Society6 selected ScienceSoft for its proven experience in launching help desk operations under tight timelines and high business continuity requirements.
8/5 L1 Help Desk With 30-Minute FRT and 100% FCR
ScienceSoft assembled an L1 support team to assist Society6’s employees with routine IT requests and incidents during business hours (8/5). During the transition, Society6’s internal support engineers helped ScienceSoft’s team gain access to all the required systems and quickly get up to speed with support operations. In just one week, ScienceSoft’s engineers set up the help desk, reviewed the available knowledge, documented missing instructions, and became fully operational.
Maintaining the FRT (first response time) under 30 minutes, the L1 support team handles around 50 monthly tickets sent via Slack, a corporate communication platform, and ClickUp, a project management and productivity platform. ScienceSoft’s L1 engineers take full ownership of user requests and resolve most issues without handoffs, often achieving a monthly 100% first contact resolution rate (FCR) and earning positive feedback from the supported users.
ScienceSoft’s L1 team supports Society6’s employees across the full user lifecycle:
- Onboarding. For new employees, ScienceSoft creates user accounts, prepares digital workspaces in accordance with Society6’s procedures, conducts IT onboarding meetings, and helps users navigate and customize their work environments.
- Offboarding. For departing employees, the team deactivates accounts, revokes access rights, and, when required, transfers application access to the employee’s manager.
- Hardware and connectivity support. ScienceSoft manages employee equipment and provides troubleshooting for laptops, headsets, monitors, docking stations, printers, cameras, and other peripherals, as well as Wi-Fi and VPN connectivity issues.
- Software support. The team installs, uninstalls, updates, configures, and troubleshoots Adobe and Microsoft 365 products. ScienceSoft also resolves account, access, and configuration issues in Google Admin, AWS, GitHub, Shopify, and other business systems.
To ensure structured and transparent support processes, ScienceSoft’s L1 team tracks tickets in ClickUp and prioritizes them based on urgency and severity. The team also analyzes recurring issues to identify root causes, helps prevent repeat incidents, and continuously expands the shared knowledge base used by both ScienceSoft’s support engineers and Society6.
Julie Matrat, CEO at Society6, says:
We had to quickly move IT support from our internal team to an outsourcing model, and we couldn’t afford disruption for our employees. Thankfully, ScienceSoft stepped in with very little ramp-up time. They were able to pick up our team’s workload without a long onboarding period, and now they resolve nearly all employee requests independently.
ScienceSoft has made the switch to outsourcing much easier than it could have been. Thank you for showing up for our team.
Key Outcomes for Society6
- Fast transition to outsourced employee support. ScienceSoft launched a fully operational L1 help desk in just one week, helping Society6 avoid support gaps during the transition to an outsourced support model.
- Reduced operational disruption. ScienceSoft’s L1 engineers consistently achieve a 100% first-contact resolution rate, ensuring that routine IT issues do not interrupt business operations.
- Responsive IT support for employees. With an FRT of under 30 minutes, Society6’s employees get timely assistance with technical issues and requests.
- Comprehensive employee support from one team. ScienceSoft covers the full user lifecycle, access management, equipment support, and software troubleshooting, reducing the coordination effort for Society6.
Technologies and Tools
Shopify, Google Admin, Google Analytics, Google Tag Manager, GPanel, AWS, GitHub, Keeper, Kandji, Kaseya, Slack, ClickUp, Office 365, Adobe, VPN.
