Regional Professional Services Firm
Client Context
30-user firm with recurring support bottlenecks and inconsistent endpoint security controls.
Challenge
High ticket reopen rates and delayed response for critical incidents.
Approach
Implemented standardized intake routing, endpoint baseline hardening, and escalation SLAs.
Achieved Results
- • 42% faster average support resolution time
- • 31% reduction in repeat incidents over 60 days
Target / Projection
- • Sustain sub-4-hour response on high-priority tickets
“The team gave us structure, speed, and clear accountability. We stopped guessing and started executing.”