Client Situation – Simplifying Complex Technical Support Operations Through Proactive Service Delivery For a Leading Security Major

The client is in a very competitive segment of the high-tech industry so their ability to deliver quality product support directly impacts their top line. With increasing number of support scenarios to handle, they found they were unable to manage the scale of their service desk operations, which was heightening delivery risks. They also had inefficient processes leading to challenges in handling ticketing volume. They were also struggling with a lack of tools and capabilities to manage and secure the enterprise security layer. 

About Client - A US-based global network and enterprise security company offering an advanced cloud-based firewall platform for network visibility and security.

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