All Case Studies
Our helpdesk clients close tickets faster and lift CSAT metrics
Two recent IT support engagements. Full SLA and CSAT figures under MNDA; anonymized ticket samples shared on a scoping call.
IT Solutions engagement,
IT support and helpdesk program
Dcrayon rebuilt our service desk around first-contact resolution, not raw ticket volume. Response times steadied and the queue stopped owning our week.
IT support engagement: tiered L1 to L3 desk in Freshservice, ITIL routing, and a searchable knowledge base that deflects repeat questions. Mutual review at day 90.
Read IT Solutions engagement's Case StudyMid-market it solutions brand,
IT support desk and monitoring program
Our helpdesk backlog had grown unmanageable over a year. Dcrayon re-triaged the queue in week one and open tickets began falling steadily.
IT support desk paired with endpoint and RMM monitoring so recurring incidents get fixed at the root. A free ticket-flow audit set the baseline.
Read Mid-market it solutions brand's Case StudyWhy choose Dcrayon for IT Support and Helpdesk
Dcrayon has staffed 200+ support desks for 60+ active retainers since 2016, from our Delhi HQ and Sheridan, Wyoming office. ITIL v4, CompTIA, and Microsoft 365 certified engineers cover Indian and global business hours.
A senior engineer owns your desk
No trainees practicing on your users. The engineer who designs your escalation matrix stays on the account and answers for it.
A full desk audit before we quote
A written diagnostic and a fixed estimate before you commit. You see the ticket backlog and SLA gaps we found, with the scope priced against them.
AI triage on every desk
Every desk we run uses AI to categorize tickets, flag likely major incidents early, and surface the right knowledge article to agents as they type.
A monthly readout finance can read
Weekly check-ins plus a monthly report tied to one metric, such as CSAT or MTTR. Plain numbers your finance team reads without a glossary.
HOW WE WORK
How Dcrayon works with the brands we partner with
A short film on how we work: the people you deal with, how we report, and the results we hold ourselves to.
What the desk covers
Three parts of a service desk built for hybrid and remote teams.
Step 1: Tiered L1 to L3 support
ITIL-aligned SLAs A staffed desk with defined escalation paths and response targets, so a ticket has a next step rather than an owner on holiday.
Step 2: Asset and configuration tracking
A CMDB that stays current Hardware, software and licences tracked as they change, so renewals and recovery do not depend on somebody's spreadsheet.
Step 3: Joiner, mover and leaver workflows
Access that closes Starters provisioned on day one and leavers deprovisioned the same day, which is where most access risk quietly accumulates.
Support desk capabilities we build into your helpdesk
What every Dcrayon IT support and helpdesk desk includes as standard
Each capability below ties to a number you can see in your ticketing tool, set up and checked by the lead engineer on your desk.
Full ticket audit trail
Every process change on the desk lands with an audit trail: ticket change history, MTTR before and after, updated runbooks, and a fresh knowledge-base article.
AI-assisted ticket triage
Dcrayon AI reads incoming tickets, suggests category and priority, and points repeat issues at self-service articles to keep the queue smaller.
Cost-per-ticket discipline
We track cost per ticket and license spend on each tool, so the monthly readout shows where seats sit idle or a workflow burns agent hours.
Identity and access hygiene
Joiner and leaver tickets run through least-privilege checks, MFA enforcement, and clean deprovisioning, aligned to SOC 2 and ISO 27001 practices.
Three methods we run on every IT Support and Helpdesk desk
Score, Sequence, Repair. A desk audit, a staged rollout plan, and an AI triage toolkit we run on every IT Support and Helpdesk engagement.
Growth Intelligence (it support and helpdesk axis)
A six-dimension helpdesk review across ticket volume, first-contact resolution, mean time to resolve, SLA adherence, and self-service deflection. A clear read on where tickets pile up and why. Free on every proposal call.
Dcrayon Growth Engine (it support and helpdesk sequencing)
A staged rollout plan that ties each desk improvement back to one metric you pick, such as MTTR or first-contact resolution, tracked across the quarter.
Dcrayon AI (it support and helpdesk toolkit)
An in-house toolkit that scans your ticket history for repeat issues and drafts a prioritized fix list your finance team can cost and approve.
How Dcrayon runs your IT support and helpdesk
Three steady practices that keep your helpdesk resolution rates climbing across cycles.
Step 1: Score
A free Growth Intelligence in one business day. We read your ticket queue, resolution times, SLA breaches, and knowledge base gaps, then give one number from 0 to 100 plus a fix list. No commitment to continue.
Step 2: Plan
A written 90-day helpdesk plan tied to one metric you pick, like first-contact resolution or average handle time. A senior engineer sets up your queues, tiers, and runbooks. Either side can stop at day 90, with no annual tie-in.
Step 3: Compound
Weekly check-ins with a senior engineer plus a plain monthly report your finance team can read. Early cycles clear the noisy tickets and build the knowledge base, so later cycles cut repeat tickets and automate the routine ones.
Get a readout of your service desk
A written review of your ticket queue, resolution times and SLA breaches, with a fixed estimate, in one business day.
Other IT Solutions solutions
Sibling Dcrayon services inside the IT Solutions category. Programs clients often layer alongside IT Support and Helpdesk.
WHY DCRAYON
Why teams hand us the desk
Four commitments that decide whether a desk is trusted.
First-contact resolution is the target
We measure how often a ticket is solved on first contact, because a fast escalation is still an interruption to your user.
A senior engineer designs the desk
No trainees practicing on your users. The engineer who designs your escalation paths stays responsible for them.
Repeat tickets get a root cause
The same issue arriving weekly is treated as a fault to fix, not a queue to staff. Ticket volume should fall over time.
A monthly report finance can read
One metric, such as CSAT or mean time to resolve, reported monthly without a glossary attached.
Real client work, with the receipts
200%
Improvement in conversion performance
Proven Water Industries
Proven's growth on Amazon over the engagementDcrayon's work on Proven's Amazon account has run as a long-term growth programme rather...
Keratine Professional
What is in place on Keratine Professional's accountOn Amazon.in today, the brand's lead listings name the product type, the hair concern...
3,400%
Sales growth on Amazon India
GetSetNova
Sales up 3,400% on Amazon IndiaOver the engagement, GetSetNova's sales on Amazon India are up 3,400%, and the brand holds Amazon Best...
McCormick & Company
What changed on McCormick's front endThe front end now loads non-essential scripts after the main content, runs third-party tags through...
Roundglass
What changed for Roundglass's HR team, IT and new employeesAccount creation, group membership and licence assignment now follow the...
GRYT Health Labs
What GRYT shoppers can do on the storeShoppers can check the brand's licence and ownership details, compare single units with packs of...
Daddy of Tastes
What the Daddy of Tastes kitchens and riders work withCustomers can order from the full menu, pin their exact location, pay through...
Instacertify
What Instacertify's visitors could doVisitors could search for a certification from the first screen, see two clear next steps, and move...
Northern Tile Distributors
The storefront delivers a clean shopping experience on both desktop and mobile. Page load times improved significantly, the add-to-cart rate...
RAA Logistics
What RAA's customers and team have nowProspective customers can find the exact service they need, read what it covers, see who runs the...
Your IT Support and Helpdesk audit is free. The 90-day rollout plan is yours to keep.
Across our 60+ active support retainers, teams running a helpdesk on email and spreadsheets lose staff hours to repeat tickets and slow fixes. Over a year that gap tends to land in the Rs 6L to Rs 90L band. Book the call to size yours.
Free Dcrayon IT support and helpdesk desk audit with a 0 to 100 score
Written 90-day rollout plan tied to one desk metric you pick, MTTR or CSAT
Exit clause in every SoW for both sides, no annual lock-in
A senior engineer on your desk from the first ticket
IT Support and Helpdesk FAQs
We set a start date together during scoping, usually a couple of weeks out. For an active incident or a stalled ticket queue, we can prioritize onboarding the desk sooner.
Both. Some clients hand us the whole desk, L1 to L3. Others keep an internal team and use us for L3 escalation and process design. We scope per account.
Most IT support and helpdesk engagements start at Rs 4 to 8 lakhs per month in India, or USD 6 to 15 thousand per month for global teams. Audit-only work starts lower.
Yes. We run a free desk audit and share the score on a proposal call, with no obligation to continue.
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