Finance & Banking

Enhancing API Security Support with Managed Services

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Overview

A leading API security provider faced growing challenges in managing customer-reported issues efficiently. To ensure timely resolution while maintaining high customer satisfaction, the company partnered with SID Global team to establish a Managed Services model. This approach provided continuous support coverage, improved SLA adherence, and strengthened collaboration between technical support teams. 

SID Global Solutions
SID Global Solutions

The Challenge

  • High Volume of Customer Issues: The company experienced an increasing number of customer-reported problems, requiring a structured and scalable support mechanism. 
  • SLA Adherence: Strict service level agreements (SLAs) demanded prompt issue resolution to maintain customer trust. 
  • 24/7 Support Needs: Ensuring uninterrupted support, including weekends, was critical to serving a global customer base. 
  • Seamless Collaboration: Effective coordination between the Managed Services team and the internal support team was essential for efficiency. 

The Solution

To address these challenges, we implemented a comprehensive Managed Services framework: 

Dedicated Platform Engineers 

  • Assigned two Platform Engineers to provide 24/7 support through rotating shifts, covering weekdays and weekends. 
  • Engineers specialized in API security, equipped to handle complex technical issues and escalations. 

SLA Management 

  • Established clear SLA guidelines for response and resolution times. 
  • Integrated tracking mechanisms to monitor SLA compliance and ensure accountability. 
SID Global Solutions
SID Global Solutions

Enhanced Collaboration 

  • Implemented structured communication channels between Managed Services and the client’s support team. 
  • Conducted daily sync meetings to discuss issue trends, updates, and action plans. 

Proactive Monitoring and Reporting 

  • Deployed monitoring tools to detect and address potential issues before they escalated. 
  • Generated reports analyzing issue trends, resolution times, and SLA compliance metrics.  

The Results

  • Improved Customer Satisfaction: Faster and more efficient issue resolution led to a better support experience. 
  • 100% SLA Compliance: Successfully met all predefined SLAs, reinforcing reliability. 
  • Enhanced Global Support: Delivered seamless coverage, including weekends, ensuring no gaps in customer service. 
  • Stronger Operational Efficiency: Strengthened collaboration improved workflows and support effectiveness. 
  • Key Metrics Achieved:  
  • 30% Reduction in average response time within the first three months. 
  • 95% First-Contact Resolution Rate, significantly improving efficiency. 
  • Zero Customer Escalations, reflecting the effectiveness of proactive issue management. 
  • 15% Increase in Customer Retention due to improved service quality.  
SID Global Solutions

Conclusion

The Managed Services approach successfully transformed the client’s API security support model, ensuring reliability, efficiency, and customer satisfaction. By deploying expert Platform Engineers, optimizing SLA management, and fostering seamless collaboration, we delivered a high-impact solution that exceeded expectations. This case study underscores our expertise in designing scalable, results-driven support solutions for technology-driven enterprises.

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