Cutting internal IT call handling time by 75% in 3 weeks

Illustrative content — replace with real information and figures before publishing.

The problem

Store staff frequently called IT about receipt printers, POS terminals, passwords and connectivity. A small helpdesk handled hundreds of calls a day, mostly repeat issues.

The solution

Voice and chat agents guide staff through common fixes step by step, reset passwords after verification and automatically open fully documented tickets when a technician is needed.

Results after three weeks

• Average handling time per call down about 75%.
• Most basic issues resolved on the first call.
• IT team focused on system upgrades instead of answering phones.

Every minute a store can’t sell because of a POS error is revenue lost.