Home Services Provider Reaches 92% SLA Compliance + 96% First-Call Resolution

Faster answers. More issues solved on the first call. SLA performance that beats the contract. That's what happened when we took a fresh look at IT support for a leading home services provider.

Compugen has been the steady partner behind their managed services and IT support. When they renewed their contract, we saw a chance to raise the bar. We brought a renewed focus on continuous improvement to their service desk. The payoff was stronger performance, smoother service, and a deeper partnership built to grow with their business.

This customer came to us with a clear ask: help cut the service desk delays that were holding performance back.

Wait times were climbing, especially Average Speed of Answer (ASA), and tickets were starting to back up. Existing processes couldn't keep pace with demand. Missed SLAs pointed to real resource gaps during peak hours.

End users were frustrated, and pressure on the IT team kept building. They needed a better approach, and we were ready to help build it.

Compugen worked hand in hand with their team to rethink and refine how the service desk ran. Together, we made targeted improvements we could measure.

Streamlined Workflows
We fine-tuned internal processes so the desk could respond faster and resolve issues sooner.

Staffing That Matches Demand
We aligned support resources with call volume, so the right people were available when they were needed most, especially during busy periods.

Close, Ongoing Collaboration
We stayed in regular contact with their IT leadership, which let us adjust quickly as priorities and business needs changed.

With the refined service desk in place, the gains showed up across the board:

• 92% SLA compliance for Average Speed of Answer, up from 88% and above contractual targets
• 96% first-call resolution, with most end-user issues solved on the first contact
• Ongoing performance reviews + collaboration that keep the strategy sharp as demands grow

Together, these improvements built a more efficient, responsive IT environment. They also freed the customer's internal teams to spend more time on strategic work.

Years of working together have given us a deep understanding of this customer's business and technology goals. That's what lets us keep delivering support that fits where they're headed.

This engagement showed how much continuous improvement and adaptability matter in managed services. It also strengthened our place as a true extension of their IT team, one they can count on day after day.