Why Codux engaged rhipe for Support-as-a-Service
Fast-growing service providers need to make the best use of time and resources. For Codux, this meant a rethink of first-line support desk calls. They selected rhipe to provide a high quality support desk service and were able to boost billable hours as a result.
The challenge
Codux launched in 2018 and specialises in using Microsoft products to develop cloud-first, mobile-first technology solutions. A steady increase in first-level support calls created growing pains for the team. Codux needed to prioritise strategic, billable work without compromising support service standards.
The solution
Codux chose to engage rhipe’s Support-as-a-Service offering because it is a mature service with a proven track record for rapid call response rates, efficient ticket resolution, and high customer satisfaction.
Extended office hours and after-hours cover was available, meaning Codux could ensure service for customers in different time zones. Being able to white-label the service meant Codux kept its brand at the forefront of customer interactions.
The outcome
Engaging rhipe for Support-as-a-Service directly contributed to a 25% increase in billable hours for Codux. The team was also able to put more time into other activities to scale the business, including R&D and sales.
rhipe understood our scaling challenges and offered themselves as an extension of our team. The benefits are evident in the number of extra project and advisory hours we can bill each month. We’ve increased billable hours by around 25%.
Daniel Wojcik
Principal and Managing Director
