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Technical support is critical for customer retention in SMEs. SDProget faced challenges with fragmented communication channels (email, phone, WhatsApp) and inconsistent documentation. This study documents their transition to a structured support system. supporto tecnico sdproget
This paper examines the technical support structure implemented by SDProget, an Italian IT solutions provider. It analyzes ticket management efficiency, response time reduction, and user satisfaction before and after adopting a unified support platform. Findings suggest that integrating remote diagnostic tools and knowledge base access reduced average resolution time by 34% and improved first-contact resolution rates. (Your name / affiliation) Technical support is critical
Optimizing Technical Support Workflows: A Case Study of SDProget’s Service Desk Integration response time reduction