Customer Support

Building a high-performance support model

KKR, a leading global investment firm, needed help to provide L1 internal application support for its corporate systems. The engagement began with a team of three specialists supporting over 1,300 US-based employees across all time zones. Services included troubleshooting, system monitoring, configuration, user training and detailed reporting via ticketing systems. In the next phase, support was scaled globally to cover more than 2,200 employees in the Americas, Europe and Asia.

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About the client

KKR is a leading global investment firm managing multiple alternative asset classes, including private equity, infrastructure, real estate, and credit. With a strong international presence, KKR relies on robust internal systems to support its operations and ensure seamless collaboration across teams and time zones.

Company name:

KKR

Services

L1 internal application support

24/7 Customer support

Challenge

The client approached us in need of a reliable, high-quality internal application support model that could keep pace with their operational demands and global growth. KKR identified the importance of providing consistent support to ensure system reliability and maintain employee productivity throughout their organisation.

The company required a dependable support structure capable of resolving issues quickly and efficiently. As their operations expanded, scaling this support globally while maintaining high performance standards and improving back-office efficiency became crucial.

Our role in the project

At Spyrosoft, we designed, implemented and scaled a high-performing application support model for KKR. Our key contributions included:

providing L1 application support to over 1,300 employees across all US time zones,
managing issue resolution, system monitoring, user training, configuration tasks and detailed reporting via ticketing tools,
expanding support globally to cover more than 2,200 users across the Americas, Europe, and Asia,
co-developing a global support team structure that is aligned with KKR’s operational framework.

We also optimised back-office processes to improve efficiency and accelerate response times.

The result

Our collaboration with KKR resulted in the development of a scalable, high-performance support framework designed to evolve alongside the firm’s expanding global operations. By ensuring 24/7 availability and providing consistent support across regions, we have helped to maintain high system uptime and improve employee satisfaction with internal corporate tools.

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