How we reduced the ticket resolution time for an enterprise cloud data management leader within four months.
How we reduced the ticket resolution time for an enterprise cloud data management leader within four months.
Production support

Problem:

A leading enterprise cloud data management provider was not happy with their earlier vendor's Salesforce support engagement since their expectations were not being met. The challenges faced with the vendor included

  • Level of technical expertise not up to scratch
  • Inability to meet SLA's and unsatisfactory management response
  • Quality of deliverables unsatisfactory

Solution:

  • Deployed and onboarded a ten-member team within two weeks of signing the contract: close management oversight ensured an effective and quick transition
  • Ramped up quickly and took over from the existing vendor within two weeks
  • Quickly set up processes, KPI metrics and measures
  • Developed a set of dashboards to provide transparency and make monitoring easy

Outcomes:

  • Average resolution time (in minutes) reduced from 127 to 81 within four months
  • Average Response time (in minutes) decreased from 20 to 1 within four months
  • Met SLA response time consistently, without fail
  • The average resolution age was reduced by 14%, compared to the previous year
  • A state of stability was achieved three months ahead of schedule
Testimonial

Lister team has been working with Edmunds for two and half years. Lister team specializes in salesforce. We work as a partnership with them where we discuss the current issues, and they provide guidance and suggestions whenever needed.

Project Manager Leading Auto Internet company

“We have worked with multiple Developers and SF Admins of the Lister group over the course of 3 years on multiple SFDC implementations and have always had very positive experiences.

GTM Stack Director, Tricentis
IT Director, A leading online learning company, USA.

"Lister did a terrific job at identifying, troubleshooting and fixing problems from the time we implemented Salesforce. All my original apprehensions about how quickly they'd be able to take over custom code and configurations and start to make an impact have been put to rest.

IT Director, A leading online learning company, USA.
AVP, Business Applications, Leading Communications Software company

“Lister did a great job in launching a partner community project that was complex to roll out to thousands of partner communities, which led to a spike in our revenue pipeline. Lister team has the best of technical talent who understand our business requirements well and come up with innovative, scalable design solutions to ensure the highest level of quality is met during rollout.

AVP, Business Applications, Leading Communications Software company
Executive Director, Edmunds Inc.

“Hi team, huge thanks to each one of you for your commitment and hard work. I really appreciate all your efforts in this and keeping sane during tough times.”

 

Executive Director, Edmunds Inc.
Head IT, A Leading Eyecare company based at APAC

“Over these years, I have learnt to rely heavily on Lister for a lot many things that made our CoEs and South East Asia Countries successful. You have always wholeheartedly supported me at all times…, I would like to take a pause and Thank You for the countless things you have done for my company and me.”

 

Head IT, A Leading Eyecare company based at APAC
IT Director, Enterprise Cloud Data Provider, USA

“We were impressed by Lister with their speed of ramp-up and taking over the project from the earlier vendor. I see a good start by looking at your data on the performance of the teams, and we expect you to maintain this performance going forward.”

IT Director, Enterprise Cloud Data Provider, USA