The Challenge
The agency's small technical team was spending most of its time on routine client support instead of billable project work, and after-hours issues had no coverage at all.
The Solution
We stood up a fully white labeled helpdesk and live chat operation, staffed 24x7 under the agency's own brand, alongside server administration support for client hosting environments.
The Results
- Agency reclaimed roughly 30 hours per week of internal engineering time for billable work.
- After-hours client incidents now resolved without waiting for business hours.
- Client retention improved following faster, more consistent support responses.