Case study · Ledger & Co.
Ledger & Co.: 24/7 helpdesk turnaround
Took over a struggling helpdesk relationship and restored a sub-90-second answer time within 30 days.
<90s
Answer time
21d
Backlog cleared
78%
FCR
+62
NPS
Challenge
The firm had two-hour ticket queues at month-end and a backlog of 600 open tickets.
Solution
We inserted a senior team for 30 days to drain the backlog, rewrote ten frequent-issue runbooks, and shifted patching to a maintenance window.
Results
- Sub-90s answer time
- Backlog cleared in 21 days
- First-contact resolution lifted to 78%
"The helpdesk is the calmest part of our company now."
— Jordan K., COO, Ledger & Co.