Elevating Customer Service to New Heights

About Our Client

Our client is a global aerospace manufacturer that generates revenues totalling nearly €50 billion from the design, manufacturing and sales of civil and military aerospace products worldwide. Scicom was responsible for providing operational coverage and multilingual customer care to support this client’s IT Helpdesk across nine different countries within the East Asian Region (EAR).

Solutions Provided

  • Multichannel Customer & Technical Support – Received and handled incoming voice calls, e-mails, chat logs, and helpdesk tickets in a professional and organised manner. Provided operational coverage across nine (9) countries within the east Asian region and delivered multilingual support in English, Japanese, and Mandarin.
  • Recruitment & Staff Management – Managed the onboarding and offboarding of IT Helpdesk staff including some HR functions for permanent and contract-based personnel.

Key Outcomes

Reduced Case Closure Time
Average case closure time reduced from 12 days to 5 days for incident cases and from 58 days to 10 days for service request tickets.
Improved Customer Experience
Substantial reduction in numbers of complaints received in 2021.

Results Achieved


58% decrease in average closure time for incident cases


83% decrease in average closure time for service request tickets


<0.2% complaints received in 2021

More Case Studies

Our client is a premier award-winning hotel and resort chain that currently owns and operates a range of 5-star hotels and resorts located across the South Asian region. We helped our client enhance their customer experience levels by providing them with additional support channels, and facilitating booking and enquiry efficiencies for all of their properties located in Sri Lanka.
Our client is an online provider of hotel booking services, with access to over 300,000 hotels worldwide. Scicom were engaged to provide omnichannel customer support to improve customer satisfaction (CSAT) and service levels, while also lowering attrition levels among support staff.

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No matter what your organisation’s requirements are, we have the capability, experience and passion to deliver end-to-end solutions that leverage the latest technologies and maximise value.