13October
A Brief on How IBT Transformed Citizen Engagement
Challenge:
An international company with offices across 5 countries was struggling with inconsistent IT support.
Different time zones, multiple ticketing systems and delayed response times were impacting employee productivity and service continuity.
Solution:
IBT established a centralized, 24/7 multilingual IT helpdesk serving users across all locations. We integrated a unified ticketing platform, built custom SLAs and deployed specialized L1-L3 support engineers for faster issue resolution.
“Working with ZikZag is always an absolute joy, both personally and professionally. Tommy is an amazing speaker; her experience, expertise and genuine passion for what she does is obvious in every word he says.”
“Choosing online studies was the best way to do it – the internet is fast, cheap & popular and it’s easy to communicate in social media with native speakers.”
Summary Results
- First response time: Improved from 45 mins to under 10 mins.
- First response time: 94% within SLA
- User satisfaction: 4.9/5 average feedback score
The centralized helpdesk improved visibility, accountability and response time, allowing the client’s internal IT team to focus on innovation instead of routine troubleshooting.
