Arcsec Digital: Ticket response time down from up to 8 hours to 2 hours within three months

Arcsec Digital, a US-based digital agency, faced delays in customer support and uneven task distribution. CML Team restructured its customer support workflow to reduce ticket resolution times and balance task distribution. Within three months, ticket response time dropped from up to 8 hours to 2 hours.

Client: Arcsec Digital, United States
What we did: Operational management services to establish processes for working with clients on support: restructured the customer support workflow, centralized incoming tasks in one Jira project and introduced regular team feedback.

2 hours

Ticket response time

Down from up to 8 hours, within three months

Source: CML Team project records

Who is the client behind Arcsec Digital?

Arcsec Digital is a US-based digital agency specializing in innovation for businesses in the Logistics, Healthcare and Enterprise sectors.

arcsecdigital.com

What problem did Arcsec Digital have?

The client faced delays in customer support and uneven task distribution. This caused over-fulfillment and hurt both the company's profits and team efficiency. Additionally, the uneven distribution of incoming tasks led to delays exceeding time limits by up to 140%. This hurt team performance and client satisfaction.

What did CML Team build for Arcsec Digital?

Analysis of the customer support process that identified key bottlenecks, such as unclear task criteria and unpredictable time estimates
Redesigned client-to-developer task intake flow with a mandatory estimation and approval step before execution
Step-by-step workflow for task management, ensuring proper estimation and tracking
All incoming client tasks, across all clients, centralized in a single Jira project
Standardized, detailed task descriptions with access credentials, clarifications and checklists
Approval step: only tasks with complete information were submitted for approval
Regular team feedback and reporting that kept the team aligned, kept workload on track and prevented over-fulfillment

What was the result for Arcsec Digital?

Within three months, the average response time for supported customers fell from eight hours to two hours. In that time, team workload stabilized at a balanced 80-90% loadout, down from exceeding assigned time by up to 140%. Over the same period, task completion time improved significantly, no assigned time frame was exceeded, deadlines were consistently met and over-fulfillment was eliminated. The streamlined process improved customer satisfaction and company profitability. Eliminating over-fulfillment also improved customer visibility into task progress.

Client feedback

CML Team LTD’s efforts have significantly improved the client's operational efficiency and ticket resolution processes. The team is highly efficient from a workflow standpoint, and internal stakeholders are particularly impressed with the service provider's technical proficiency.