4+
years of providing technical customer support services
1M+
mobile application users supported across the globe
14K+
monthly service tickets successfully handled at peak
OWNING CHANGE IN AUTOMOTIVE manufacturing
The challenge: Global Support Capability for a Critical Mobility Platform
As part of a flagship Mobility-as-a-Service (MaaS) initiative, our customer developed an innovative mobile application designed to enhance the rider experience through advanced digital services, interactive features, and road-safety capabilities. With plans to launch the application across multiple international markets, the application was expected to support a rapidly expanding global user base.
The success of the application drove increased adoption across the organisation, creating a need for a more scalable support and reporting model. To sustain growth and enhance the user experience, the customer sought greater visibility into support trends, recurring issues, user feedback, and operational performance. Existing reporting processes provided valuable information but relied heavily on manual analysis, presenting an opportunity to streamline reporting and strengthen decision-making as the application expanded.
Our proposal: Operationalising a Scalable, Insight–Driven Support Function
Recognising the strategic importance of a scalable and standardised operational model, our customer partnered with TEKsystems to establish a global technical support capability that would provide consistent stability, governance, cutting-edge user insights, and service foundations required to support a growing international user base.
Deploying a ringfenced four-member squad, TEKsystems co-designed and operationalised a technology-enabled support model that combined automation, AI-driven case management, and structured reporting to transform support operations from a reactive service into a strategic source of product and customer intelligence.
- Operational Insights and Visibility: Established automated reporting and analytics capabilities that transformed support activity into actionable intelligence, enabling stakeholders to identify emerging trends, monitor performance, and inform product roadmap decisions.
- Standardised Support Operations: Implemented more than 280 automation rules and macros to streamline ticket management, reduce manual effort, standardise support processes, and improve service consistency across markets.
- Intelligent Ticket Classification and Routing: Leveraged AI-driven triage capabilities to automatically categorise, tag, and route support requests, improving queue management, response effectiveness, and overall operational efficiency.
- Enhanced Customer Self-Service Capabilities: Developed a chatbot solution to manage routine enquiries, improve support accessibility, and enable support resources to focus on higher-value customer interactions.
- Continuous Service Maturity and Optimisation: Established an iterative improvement framework that leveraged stakeholder feedback, operational data, and evolving business requirements to continuously enhance support effectiveness as adoption expanded globally.
Real-world Results
Collaborating closely with our customer's in-house teams, TEKsystems transformed application support into a scalable, insight-driven capability that enhanced operational performance, strengthened data-driven decision-making, and delivered a more consistent user experience, contributing to higher satisfaction ratings across both Android and iOS platforms. Supported by a dedicated non-billable Delivery Lead, our squad provided ongoing governance, stakeholder engagement, and user-centric service enhancement to ensure the support function remained effective, resilient, and aligned with evolving business priorities throughout our multi-year engagement.
- High-Volume User Support: Successfully supported more than one million application users worldwide, managing up to 14,000 tickets per month while maintaining a responsive and scalable support operation.
- Data-Driven Decision-Making: Provided leadership with structured visibility into recurring issues, service trends, and operational risks, enabling more informed planning and prioritisation.
- Product Enhancement: Leveraged support insights to identify improvement opportunities, prioritise defect remediation, guide feature enhancements, and support market rollout planning.
- Automation-Led Efficiencies: Reduced queue noise and manual intervention through intelligent automation, AI-driven triage, and automated ticket handling processes.
- Service Quality: Standardised workflows, macros, and support processes to improve response quality, reduce handling times, and deliver a more consistent customer experience across locations.
- Operational Resilience: Eliminated reliance on manual reporting and individual knowledge holders through automated reporting, shared SOPs and handbooks, and structured operational insights, supporting greater continuity and sustainability.
- Scalable Growth: Established a flexible support model capable of accommodating new markets, increased user volumes, and evolving platform requirements without significant changes to the operating framework.