iOPEX revolutionized Technical Assistance Center (TAC) operations for a $75B+ market cap security and network solutions provider, delivering over 60% efficiency gains through operational expertise and AI engineering.
The Client:
A leading platform solutions provider for Network Security, Cloud Security, and Security Operations, headquartered in North America.
The Challenge:
- Inefficiencies at all stages of the case life cycle led to prolonged time-to-resolve issues.
- Suboptimal productivity of current investments, both in-house and within the partner ecosystem.
- High cost-to-serve, measured per ticket, impacting profitability and customer satisfaction.
Addressing these challenges became imperative to enhance operational effectiveness while upholding exceptional customer service standards.
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