Faster response times. Higher first-call resolution. Stronger SLA performance. That’s what Compugen delivered by rethinking IT support for one of Canada’s top home services providers — proving how a long-standing partnership can evolve to meet today’s performance demands.
For years, Compugen has been the trusted partner behind the scenes, delivering reliable managed services and seamless IT support. With our most recent contract renewal, we took that partnership to the next level — elevating their IT service desk operations with a renewed focus on continuous improvement. The result? Stronger performance metrics, smoother service delivery, and a deeper, more strategic collaboration designed to scale with their business.
The Challenge
Solving for Wait Times, SLAs, and Strained Resources
On the latest stretch of their technology journey, our customer turned to us with a clear ask: help reduce service desk delays that were impacting performance negatively.
The issue? Rising wait times — particularly around Average Speed of Answer (ASA) — were creating support backlogs. Existing processes couldn’t keep up with demand, and missed SLAs meant critical resource gaps during peak times.
The consequence? Frustrated end users and growing pressure on IT teams. They needed a smarter approach — and that’s exactly what we delivered.
The Solution
Strategic Adjustments that Transformed Service Desk Performance
As a Technology Ally, we didn’t just solve the problem — we worked hand-in-hand to rethink and refine their Service Desk operations. Together, we made targeted, measurable improvements:
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Streamlined Workflows: We fine-tuned internal processes to boost responsiveness and reduce resolution times.
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Smart Staffing Strategies: Aligning support resources with demand meant we ensured the right support was always available — especially during high-volume periods.
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Always-On Collaboration: Staying closely connected with the customer’s IT leadership allowed us to adapt quickly and stay aligned with shifting priorities and on evolving business needs.
The Outcome
Faster Response, Smarter Solutions, Tangible Impact
With Compugen’s optimized service desk in place, the client saw measurable gains across the board:
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92% SLA compliance for average speed of answer — up from 88%, exceeding contractual targets.
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96% first-call resolution, with most end-user issues resolved on the initial contact.
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Ongoing performance reviews and collaboration, helping the client continuously refine their strategy and stay ahead of growing demands.
A Few Lessons Learned
Together, these improvements created a more efficient and responsive IT environment — while freeing the client’s internal teams to focus on strategic initiatives.
Future-Ready IT Support & Service Desk Strategies.
Having worked with the customer for years, we deeply understand their business and technology goals, enabling us to consistently deliver solutions that align with their evolving needs. This engagement reinforced the value of continuous improvement and adaptability in managed services — and further strengthened our relationship as a true extension of their IT team.
The success of this initiative showcases our unwavering commitment to delivering excellence in IT service management — and positions us as a trusted, strategic Technology Ally on their journey toward greater efficiency and innovation.
Why Compugen?
At Compugen, we dream, design, and deliver purposeful technology solutions that help you realize new possibilities. We think differently and are driven to make a difference — always putting human-centered, technology-enabled solutions at the core.
Learn more about Compugen’s IT support services expertise. Let’s design a support solution that meets your users where they are — and grows with you.
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