How Infomaze One Improved Tech Support for a US Service Firm Industry
Infomaze One, the dedicated back-office team at Infomaze, partnered with a US-based service provider to address a critical operational gap: tech support during off-hours, especially graveyard shifts and weekends. The client’s internal support team was facing mounting challenges with availability, costs, and turnaround time for Level 1 and Level 2 support.
By stepping in with a trained, offshore support team, Infomaze One delivered seamless after-hours technical assistance, helping the client cut support costs by over 80% while achieving a 100% improvement in service efficiency.
Client Overview
The client is a well-established service company based in the United States that provides on-site technician dispatch and remote technical support for business-critical systems installed at customer locations. Their reputation is built on delivering fast, responsive support across various industries where asset uptime is crucial.
To meet customer expectations, the client had built a robust tech support infrastructure—but supporting operations during graveyard shifts, weekends, and holidays was becoming a major pain point. While the volume of requests during these hours was relatively low, the importance of timely resolution was extremely high due to the critical nature of their services.
The Challenges Faced By the Client
Despite having a robust support system, the client consistently struggled with graveyard shift (late-night to early-morning) tech support. The challenges were twofold:
High Operational Costs
To maintain tech support during night shifts and holidays, the client had to pay 1.5x to 2x the standard wage, making it financially unsustainable over time.
Limited Workforce Availability
Finding dependable, skilled professionals willing to work graveyard shifts was difficult, resulting in frequent support delays and occasional downtime.
Criticality Despite Low Volume
Although night-time support tickets were fewer, each required immediate resolution due to the business-critical nature of system uptime.
Solution Implementation
The client partnered with Infomaze One, Infomaze’s back-office support team, to build a cost-effective, scalable and highly reliable overnight support process.
We implemented the below key features:
Knowledge Transfer & Training
We began by aligning our team with the client’s internal processes through a rigorous training program designed to mirror their in-house support quality. This training covered:
- Familiarization with proprietary tools and systems
- Handling of typical and high-priority support scenarios
- Alignment with internal documentation and escalation workflows
This ensured that every response reflected the client’s support standards from day one.
Setting Up Offshore Night Support
We set up a fully managed offshore support team based in India, focused on US graveyard hours to ensure uninterrupted assistance. The team was responsible for:
- Level 1 and Level 2 support
- End-to-end ticket handling, including resolution and customer follow-ups
- Acting as an extension of the client’s in-house IT team
This allowed continuous support coverage without disrupting internal resources.
Process Optimization & Automation
To maximize efficiency, we introduced automation into the support workflow to eliminate time-consuming, manual tasks. Automation was applied to:
- Ticket categorization and prioritization
- System log checks and issue triage
- Automatic status updates and customer notifications
This significantly reduced response times and improved ticket resolution rates.
Holiday and Weekend Coverage
Once the initial setup proved successful, the client expanded our engagement to cover non-working days. Infomaze took ownership of:
- Full weekend and public holiday support
- Maintaining the same quality and SLAs as weekday operations
- Handling urgent issues without additional cost overhead
This gave the client peace of mind with seamless coverage during off-hours.
24/7 Scalability
With consistent performance and results, the client opted to expand support hours toward a 24/7 model. The phased approach included:
- Initiating support during weekend mornings
- Gradually scaling team size and coverage window
- Planning future full-time, round-the-clock support
This flexibility helped the client scale operations in line with growing demand, without overcommitting resources.
The Impact
Reduction in Night & Weekend Support Costs
Faster Ticket Resolution Time
Elimination of Escalations During Off-Hours
- Infomaze One’s offshore model eliminated the need for high-wage overnight staff, reducing support costs by over 80% without compromising service quality.
- Automated processes and structured follow-ups ensured quicker handling of support tickets, leading to faster resolutions and greater end-client satisfaction.
- With reliable 24/7 availability, even on holidays, the client experienced zero escalations or operational disruptions—critical for maintaining uptime.
- By using Infomaze One’s offshore support, the client could offer improved SLAs, expand service windows, and onboard new customers with confidence.
- The partnership continues to evolve, with plans to integrate real-time collaboration tools and extend support offerings.
Need Overnight or Weekend Tech Support Without the Overhead?
Whether you’re a service provider facing staffing issues, or a tech company looking for reliable Level 1 and Level 2 support during nights, weekends, or holidays—Infomaze One can help.
Get in touch with us today to explore a tailored solution for your business.