Delinea Immediately Reduces Ticket Severity and Transforms Support Operations

Delinea, a leading cybersecurity company formed through the merger of two startups, recognized a need to transform its support organization to keep pace with its accelerating growth. Jerry Stalick, Senior Vice President, and his team led the initiative in improving the efficiency of the support team.

About Delinea

Delinea is a pioneer in securing identities through centralized authorization, making organizations more secure by seamlessly governing their interactions across modern enterprise. It applies context and intelligence throughout the identity lifecycle, covering cloud and traditional infrastructure, data, and SaaS applications to eliminate identity-related threats. Delinea uniquely provides intelligent authorization for all identities, allowing precise user identification, appropriate access assignment, interaction monitoring, and swift response to irregularities. The Delinea Platform accelerates adoption and boosts productivity, deploying in weeks, not months, requiring just 10% of the resources compared to competitors.

Building Support to Match Growth

Delinea’s support organization was cobbled together from the two startups without a clear strategy or plan for handling the anticipated growth in the customer base and revenues. The company needed to create a modern support organization that could efficiently handle the increasing volume of support cases and escalations while still providing excellent customer service. Often, escalations were handled inefficiently and ownership was unclear. This led to critical cases taking longer than they should to resolve.

A Strategic Transformation

To guide the transformation, Delinea’s global SVP of technical support decided to implement SupportLogic as one of the early strategic objectives. The decision was based on the inefficient way the company and the team were handling support cases and escalations. Managers treated every escalation as an all-hands-on-deck situation, and engineers would often join calls with multiple team members, leading to confusion and disjointed troubleshooting efforts.

SupportLogic was identified as a key tool to help Delinea improve the efficiency of its support organization by focusing on three main areas:

Reducing the quantity of tickets
Reducing the duration of tickets
Reducing the severity of tickets

By leveraging SupportLogic, Delinea aimed to address issues before they escalate, minimizing the need for all-hands-on-deck situations. The platform enabled quick intervention, such as a message from a manager or a support engineer, to clarify misunderstandings and get cases back on track without requiring additional resources or processes.

Escalations Cut in Half

Even after a few months of implementing SupportLogic, Delinea witnessed significant improvements in its support operations. The company saw a dramatic reduction of more than 50% in cases predicted “likely to escalate.” While there is still room for optimization in terms of processes and data interpretation, the initial results have been promising. As the support team becomes more proficient with the tool, Delinea expects to see continued improvements in efficiency.

The Challenge:

Delinea’s support system struggled to handle rapid growth.

The Solution:

Delinea turned to SupportLogic to bring order to chaotic escalations.

The Result:

Delinea reduced likely escalations by over 50%, laying the groundwork for even greater efficiency.

>

50

%

decrease in CASES LIKELY TO ESCALATE

100

%

PERCENTAGE OF CUSTOMER SUPPORT CONVERSATIONS ANALYZED

Delinea’s next steps with SupportLogic

Delinea’s transformation demonstrates the importance of proactive support operations to keep pace with company growth. By implementing SupportLogic as part of its strategic objectives, Delinea was able to significantly reduce the severity of support cases, leading to improved efficiency and better resource allocation. As the company continues to refine its processes and leverage the insights provided by SupportLogic, it is well-positioned to scale its support operations effectively while maintaining high levels of customer satisfaction.

To learn more about how SupportLogic can help your company create better customer support experiences, take a free self-guided test drive or contact our solution consultants for a live demo.

“SupportLogic is absolutely key to helping us reduce the severity of tickets – to get to the issues before they blow up. From initial use, we have seen a dramatic reduction in cases likely to escalate – more than 50%.”

Jerry Stalick

Senior Vice President, Delinea

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