Up from 65% within six months
Improved from below 60%
Tickets resolved autonomously.
Annual support tickets managed across premium enterprise customers.
The client is a global manufacturer of data center and network equipment serving enterprise customers through premium technical support services. They manage large-scale support operations where timely issue diagnosis, part replacement, and field service coordination are essential to meeting customer commitments. NLB experts implemented an Agentic AI-powered Digital Command Center to manage the complete service lifecycle from ticket creation to closure.
Determining the exact failed component from complex system logs and diagnostic data.
Coordinating replacement part shipments and technician dispatch within strict SLA commitments.
Managing support operations for 36 premium customers generating more than 25,000 tickets annually.
Limited visibility into ticket progress, operational bottlenecks, and service performance across the resolution cycle.
