SaaS Operations

How We Cut Engineering Escalations by 68% — Without Writing a Single Line of Code

Application Support Services,IT Management,SaaS Operations,

For a Canada-based SaaS provider managing a complex application and plugin ecosystem, their biggest support problem wasn’t ticket volume — it was the quality of frontline resolution. Nearly two-thirds of all tickets were landing on engineering desks. Here’s how we changed that. When ‘L1’ Is Just a Ticket Forwarding Service There’s a version of frontline…

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