Building a high-performance support model
Challenge
The client approached us in need of a reliable, high-quality internal application support model that could keep pace with their operational demands and global growth. KKR identified the importance of providing consistent support to ensure system reliability and maintain employee productivity throughout their organisation.
The company required a dependable support structure capable of resolving issues quickly and efficiently. As their operations expanded, scaling this support globally while maintaining high performance standards and improving back-office efficiency became crucial.
Our role
At Spyrosoft, we designed, implemented and scaled a high-performing application support model for KKR. Our key contributions included:
- providing L1 application support to over 1,300 employees across all US time zones,
- managing issue resolution, system monitoring, user training, configuration tasks and detailed reporting via ticketing tools,
- expanding support globally to cover more than 2,200 users across the Americas, Europe, and Asia,
- co-developing a global support team structure that is aligned with KKR’s operational framework.
We also optimised back-office processes to improve efficiency and accelerate response times.
The result
Our collaboration with KKR resulted in the development of a scalable, high-performance support framework designed to evolve alongside the firm’s expanding global operations. By ensuring 24/7 availability and providing consistent support across regions, we have helped to maintain high system uptime and improve employee satisfaction with internal corporate tools.
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