| Metric | Before | After | |--------|--------|-------| | Avg. first response | 4.2 hrs | 0.9 hrs | | Resolution time (urgent) | 8.1 hrs | 2.3 hrs | | CSAT (1–5) | 3.1 | 4.6 |
This paper examines the technical support structure implemented by SDProget, an Italian IT solutions provider. It analyzes ticket management efficiency, response time reduction, and user satisfaction before and after adopting a unified support platform. Findings suggest that integrating remote diagnostic tools and knowledge base access reduced average resolution time by 34% and improved first-contact resolution rates. supporto tecnico sdproget