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Overview

We restructured Arcsec Digital’s customer support workflow to reduce ticket resolution times and balance task distribution.

Client

Arcsec Digital, a US-based digital agency specializing in innovation for businesses in Logistics, Healthcare, and Enterprise sectors.

Problem

The client faced delays in customer support and uneven task distribution, leading to over-fulfillment and negatively impacting both the company’s profits and team efficiency. Additionally, the uneven distribution of incoming tasks led to delays exceeding time limits by up to 140%, impacting team performance and client satisfaction.

Solution

We analyzed the customer support process and identified key bottlenecks, such as unclear task criteria and unpredictable time estimates. To resolve this, we implemented a step-by-step workflow for task management, ensuring proper estimation and tracking. All incoming tasks were centralized into a single Jira project with detailed descriptions, access credentials, clarifications, and checklists. Only tasks with complete information were submitted for approval. Regular feedback kept the team aligned and prevented over-fulfillment. Within three months, we reduced the average response time from eight hours to two hours for supported customers. We achieved an 80-90% workload balance, consistently meeting deadlines, which improved both customer satisfaction and the company's profitability.

Impact

Within three months, task completion time improved significantly, achieving an 80-90% loadout, and eliminating over-fulfillment. The streamlined process enhanced customer satisfaction and boosted company profitability.

Client's review

CML Team LTD’s efforts have significantly improved the client's operational efficiency and ticket resolution processes. The team is highly efficient from a workflow standpoint, and internal stakeholders are particularly impressed with the service provider's technical proficiency.
Jenya Edelberg
Jenya Edelberg
Co-Founder, Arcsec Digital 🇺🇸

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We developed Persona as a powerful business management tool. It includes a central module for managing client and company data and improving communication and organization.

We developed Persona as a powerful business management tool. It includes a central module for managing client and company data and improving communication and organization.

We enhanced the interface to make it smoother and more responsive, reduced delays in loading workers' missions, and improved the data synchronization algorithm.

We developed Persona as a powerful business management tool. It includes a central module for managing client and company data and improving communication and organization.

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