Demanding SLAs and High Ticket Volume Put Customer Service at Risk
With over 30 years of IT heritage, OpenText Cybersecurity is the end-to-end suite of cybersecurity solutions trusted by global enterprises. Its email security solution for email encryption, threat protection, and email archiving is serving 21,000+ customers worldwide, including leading hospitals and banks.
However, the company was facing a high volume of support tickets and demanding SLAs that its internal team struggled to keep up with. A lack of 24/7 coverage meant that issues arising outside of standard business hours would wait, impacting customer satisfaction.
The mounting ticket queue and straining resources were creating an operational bottleneck that threatened their reputation for quality service. OpenText needed to expand its support capabilities to meet customer demands but wanted to avoid the exorbitant costs associated with hiring a 24/7 in-house team.
A Seamless Global Team for Round-the-Clock Support
OpenText required a partner that could act as a seamless extension of their own team, providing high-quality technical support while significantly improving efficiency and cost-effectiveness. KMS Technology was selected for our ability to provide a dedicated managed services team that could leverage our global delivery model to offer 24/7 coverage. The engagement focused on predictable service levels, measurable outcomes, and a collaborative operating model that aligned with OpenText standards.
1. 24/7 Ticketing Coverage
To eliminate service gaps, KMS deployed a dedicated global team to provide 16 hours of overnight coverage. This extended OpenText’s support operations to a full 24/7 model, ensuring customer issues were addressed promptly, regardless of time zones. Handoffs between regions followed structured playbooks and included clear ownership, status summaries, and next-step recommendations so that nothing was lost during shift changes.
For example, issues reported late in the evening could now be resolved before the start of the next business day in the US. This change reduced response times, improved first-contact resolution rates, and gave customers confidence that critical requests would not wait in the queue until morning.
2. Expert Technical Support:
The KMS team took full ownership of a high volume of tickets, handling an average of 148 per month. We handled a wide range of support requests, from straightforward SMB tickets to more complex configuration and Oracle-related issues. Engineers were cross-trained in OpenText platforms and supporting technologies so they could switch contexts quickly and maintain quality across categories.
While managing a significant amount of tickets per month, our team still consistently met and exceeded every SLA to ensure a seamless experience for OpenText customers. Proactive monitoring and trend analysis helped the team identify emerging problems before they affected larger groups of customers, further strengthening reliability and customer satisfaction.
3. Optimized Customer Migrations:
The KMS team was trained to fully integrate with OpenText’s processes and uphold their high service standards. Beyond ticket resolution, KMS also optimized the internal processes for complex customer data migrations. The optimization involved complex migration workflows with over 100 customers, enabling faster implementation and smoother transitions. The result was a repeatable migration playbook that accelerated timelines and reduced risk while maintaining the level of quality OpenText customers expect.
Together, these initiatives produced a unified support operation that runs continuously, scales with demand, and maintains consistent service quality. OpenText gained a reliable partner that extends their capabilities, controls costs, and keeps customers supported at every hour of the day.
Setting a New Standard for Security Services
Through its partnership with KMS Technology, OpenText transformed its support operations, enabling them to deliver industry-leading customer service while significantly reducing costs. By offloading a substantial workload to a trusted, cost-effective partner, OpenText was able to focus more on its core business and growth initiatives.
The engagement delivered a remarkable 50% in cost savings compared to hiring an equivalent in-house team. We increased the efficiency of customer migrations by 25%, streamlining a critical business function.
“KMS has provided critical support to help us better serve customers with their technical challenges more efficiently, without sacrificing the quality of customer service.”
KMS Technology has successfully provided the critical support, operational efficiency, and true partnership OpenText needed to elevate its service quality and maintain its leadership in the cybersecurity industry.