Doubling YoY Revenue for a UK Payment Service Provider

The UK-based client, a payment gateway provider, was short on skilled resources and faced issues that hampered productivity, revenue, and growth. The IT helpdesk and support service was in dire need of revamping and upskilling. There was an urgent need to resolve these issues that stemmed from a lack of appropriate infrastructure to effectively handle high-volume tickets, SLAs, and business-critical calls, resulting in the loss of business and new clients.