Our IT Operations Projects

For nine months, ScienceSoft provided white-label L1 help desk services to Delap LLP, an established US financial services firm and MSP. By promptly resolving 60% of all the tickets from five of Delap's clients with a 7-minute FTR, we freed up its in-house L2 and L3 support teams.

For nine months, ScienceSoft has been providing 24/7 L1 support to Qventive Healthcare’s clients. Our team efficiently handled an average of 100 tickets per month, ensuring a 30-minute FRT for email requests and a 20-second FRT for calls, with an average TTR of 20 minutes.

ScienceSoft delivers 12/5 L1 support for ScribeAmerica, one of the largest medical scribe companies in the United States with over 25,000 employees. Our team handles around 900 average monthly tickets with a 7-minute first response time.

For over three years, ScienceSoft has delivered L1–L3 support to System One, an international provider of outsourced services and workforce solutions.

ScienceSoft provided L2–L3 infrastructure support for BPC, a fintech company delivering digital banking, payment, and ecommerce software products. BPC managed to cut IT support expenses by 10%+ while ensuring the fail-safe performance of its network and IT systems.

For a year, ScienceSoft has provided 24/7 support to Lolli & Pops, a premium confectionery chain of 70+ stores. Our team handles 400 cases a month with a 30-minute FRT, resolving access issues, troubleshooting basic network problems, and administering retail software.

For over two years, ScienceSoft has provided L1 support for FläktGroup's employees in 15 countries. Resolving all the incoming L1 tickets, ScienceSoft has allowed FläktGroup's in-house IT support team to focus on handling more complex technical issues.

For 2+ years, ScienceSoft monitors and troubleshoots the Customer's infrastructure across three regions. Showing a 98% resolution rate for all the incoming L2 tickets, ScienceSoft helped the Customer's IT team address advanced technical challenges.

ScienceSoft provided a global biotech company with 24/7 L1 employee support, maintaining a 30-minute FRT and 99% SLA success rate. Resolving up to 65% of all incoming issues and escalating the rest, our L1 agents received positive feedback from the Client’s L2 team.

For eight months, ScienceSoft has provided after-hours L1 support for one of SkillDirector's clients. By partnering with ScienceSoft, SkillDirector successfully retained its client's loyalty and high customer satisfaction.