Seamless L2 support for a scalable employee experience platform
The business needs
As Benifex continued to expand its platform and client base, maintaining platform stability and ensuring a high-quality user experience became critical. While the company already managed L1support internally, it needed a reliable partner to provide L2 support, capable of addressing more complex issues, proactively monitoring the platform, and ensuring uninterrupted service across its growing user ecosystem. The key challenge was to increase support capacity without compromising service quality or response time.
Our role
We provided dedicated L2 support for Benifex’s internal customer service operations, ensuring that the platform remained stable, reliable and responsive. We provided non-voice support via Microsoft Teams, helping with the onboarding of new SaaS clients, managing daily operations and solving technical problems that were beyond the remit of L1 support.
We offer 8 hours of active support each day, along with four hours of on-call coverage, to maintain continuity and responsiveness. As well as addressing incidents as they arise, we proactively monitor system performance, detect anomalies early and take preventive measures to avoid service disruptions. Working closely with Benifex internal teams enables us to ensure the smooth escalation and rapid resolution of complex issues, thereby contributing to a seamless experience for both administrators and end users.
The impact and benefits
Through proactive monitoring and the early detection of issues, we have helped to prevent disruptions and maintain consistent service availability for tens of thousands of users. Our structured coverage, collaborative workflows and in-depth technical expertise have led to faster incident resolution and reduced downtime.
As a result, the stability of the platform has improved significantly, end-user satisfaction has increased, and Benifex can now scale its services with confidence while continuing to deliver exceptional employee experiences.
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