Help desk transformation
How a Saudi SaaS company cut IT response time from four hours to under fifteen minutes.
Industry
Technology / SaaS
Location
Riyadh, Saudi Arabia
Duration
4 weeks
<15 min
avg. response time
62%
fewer escalations
94%
employee satisfaction
A fast-growing Saudi SaaS company had outgrown its IT support model. The team was running on a shared email inbox and a basic ticketing system — average response times exceeded four hours, employees regularly chased tickets with no updates, and the IT team was reactive and overwhelmed. Trust in IT support had eroded across the business.
The challenge
The challenge
The existing support model had no SLAs, no prioritisation, and no visibility. Critical issues sat in the same queue as password resets. The IT team had no way to differentiate, triage, or route requests efficiently — so everything felt slow, and the team spent most of their time reacting instead of building.
- 4+ hour average response time
- No SLAs or escalation paths defined
- Single shared inbox — no triage or prioritisation
- Employee satisfaction with IT at an all-time low
What we built
What we built
Logistructure replaced the ad-hoc inbox model with a structured, multi-channel help desk. Live chat and phone support were added alongside the existing ticket system. We defined SLAs by issue severity, built triage rules to route critical issues immediately, and created a self-service knowledge base to handle repeat questions without involving the IT team at all.
- 1
Support workflow audit & SLA design
Mapped every support request category, defined response and resolution SLAs by severity, and identified the 20 most common issues causing repeat tickets.
- 2
Live chat and phone channel setup
Integrated Microsoft Teams-based live chat and a dedicated IT support phone line — giving employees immediate access to help for urgent issues.
- 3
Triage rules and escalation paths
Configured automatic routing for P1/P2 issues to be picked up within 15 minutes, and defined clear escalation paths so nothing falls through the cracks.
- 4
Knowledge base build
Authored 50+ self-service articles covering the most common issues — password resets, VPN setup, Microsoft 365 troubleshooting — reducing repeat tickets by deflection.
The results
The results
Within four weeks of going live, average response time dropped from over four hours to under fifteen minutes. Employees stopped chasing tickets. The IT team shifted from reactive firefighting to proactive infrastructure work — and employee satisfaction scores reflected the change immediately.
<15 min
response time (was 4h+)
62%
fewer escalations
94%
employee satisfaction
50+
self-service articles
“The difference is night and day. Employees used to send a ticket and hear nothing for hours. Now they get a response before they've had time to complain.”
Let's build it together
Ready to transform your IT?
Tell us about your fleet and where you're stuck. We'll map the path to secure, well-managed devices your team can actually rely on.