This case study explores how a leading Australian telecom company achieved an 96% SLA resolution and how [24]7.ai became the top tier vendor for this telecom giant The client faced inefficient case management and resolution within their Tier 2 tech support due to operations spread across five sites. This led to challenges in meeting service level agreements (SLAs), necessitating streamlined operations and improved customer support.

Through strategic realignment Tier 2 operations and relentless focus on performance yielded remarkable results.