Support team

Helpdesk Transformation

Omnichannel support with SLA monitoring and self-service knowledge base.

Client Overview

Industry: Telecom | Region: East Africa | Size: 600 agents | Scope: 3 months

A telecom operator handling 18K+ monthly tickets and relying on email triage with no SLA visibility.

The Challenge

Email overload: Tickets missed or duplicated
No SLA tracking: Escalations were manual and inconsistent
Low CSAT: Customers had limited self-service options
Reporting gaps: No insight into agent performance
Knowledge fragmentation: Solutions lived in private docs

Solution

We rolled out a modern helpdesk with automation and insights:

Omnichannel intake: Email, web forms, and chat integration
SLAs & escalations: Rules-based routing and alerts
Knowledge base: Self-service articles and FAQs
Agent workspace: Macros, templates, and unified views
Analytics: CSAT, FCR, and resolution time dashboards

Adoption: Team-by-team onboarding with KPI targets and coaching.

Results

40%

Faster Resolution

18%

CSAT Increase

55%

Self-Service Usage

92%

SLA Compliance

Technology Stack

Zammad Elasticsearch PostgreSQL Twilio Grafana Docker

Learnings & Best Practices

Queue design: Clear routing reduced backlog
KB ownership: Knowledge champions ensured freshness
SLA focus: Visual dashboards improved accountability
Continuous training: Weekly coaching improved quality

Client quote: "Our response times improved dramatically, and customers now help themselves for common issues."

Back to Portfolio Start Your Project