A multinational enterprise software company successfully centralized its IT helpdesk with Softtek's help, leading to a record CSAT score of 4.91/5. This transition involved integrating a single point of contact for L1 support, automating responses with chatbots, and optimizing self-service tools. The improvements resulted in increased first-time resolution rates, faster response times, and significant cost savings, enabling personnel reallocation to value-added activities. Softtek's strategy emphasized continuous service desk enhancements, using ITIL practices to expand automation and refine knowledge management.

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