Cybersecurity firm cuts ticket idle time and boosts CSAT using new QA framework

The client

Our client is a global cybersecurity firm focused on identity security and access management. The client protects the world’s largest enterprises from evolving cyber threats through privileged access controls, endpoint security, and identity solutions. With customers in over 100 countries, the client is a recognized industry leader with a strong customer-first philosophy and a high standard for service excellence.

The Helpware environment

Launched in April 2023 with a team of 85 engineers based in Mexico. Helpware supports five core areas:

• Privileged Session Management
• Central Policy Management
• Endpoint Privilege Management
• Digital Vault Operations
• Identity Access Program

Each team manages complex technical support for mission-critical platforms.

The challenge: Improving inconsistent quality and slow resolution that threatened trust

By Q3 2024, the client’s customer satisfaction scores dropped sharply—from a target of 4.5 to 2.9.

Digging in, we uncovered key blockers:

• Few quality standards and an insufficient QA process
• Unreliable performance against key metrics like Initial Response Time and Time-to-Close
• Manual ticket assignment caused cherry-picking, backlogs, and long delays

The result—slow resolutions, poor communication, and frustrated customers.

The client needed a reset. One that rebuilt trust and accelerated service.

Helping 'Ware' it counts: Elevating support with Project QAstle

We launched Project QAstle—a new QA and ticketing framework to restore quality and boost performance.

Here’s what we delivered:

• QA Framework—Built a structured QA program with guidelines, calibrations, and training. We made QA a performance KPI and added a full-time analyst to lead quality efforts.
• Soft Skills Training—Retrained engineers to build rapport and communicate clearly. They now explain technical fixes, offer Webex callbacks, and guide users—turning tickets into moments of value.
• Proactive Support—Instead of passive links to FAQs, engineers now walk customers through steps. This reduces back-and-forth and speeds up ticket closure.
• Ticket Allocator Tool—Designed and launched a custom tool that:
  • Ends cherry-picking
  • Enables fair, real-time ticket routing
  • Cuts idle time by 36%
  • Improves load visibility across teams
  • Enables Smart Queue Management for faster-tiered resolution

The results

In just 30 days post-implementation, CSAT surged from 2.9 to 5 out of 5, surpassing the original 4.5 target and we’ve held this score for 6 months straight (November 2024 to April 2025).

Key wins

• Quality became a culture, not a checklist.
• Engineers developed a problem-solving mindset over a ticket-clearing one.
• Tickets are now resolved faster, smarter, and with a human touch.

The client now has a support operation built not just to meet expectations—but to exceed them, with a foundation strong enough to scale.