In our quest to continually provide value-added services to our clients, we perform and provide business intelligence(BI) on support processes that we manage for our clients. This BI helped our client set a new benchmark for what we call the ‘longevity of resolution’ – a metric for the volume of repeat callers calling for the same issue within 30 days of their first call. By improving the longevity of resolution, we ensured stronger customer loyalty and reduced support cost – desirable outcomes for companies in competitive industries like network equipment.