Customer Support

Seamless L2 support for a scalable employee experience platform

For one of our clients, we provide L2 internal customer support, serving 60 corporate clients and over 80,000 end users. Our dedicated team provides non-voice support through digital channels such as MS Teams, handles onboarding for new SaaS customers and ongoing platform maintenance. We take responsibility for all L2 activities, providing 8 hours of daily support plus 4 hours of on-call coverage.

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About the client

Benifex is a UK-based provider of employee experience and benefits software. It is trusted by over 60 corporate clients and more than 80,000 end users. Its SaaS platform helps organisations deliver personalised, engaging employee experiences while streamlining benefits administration and compliance on a large scale.

Company name:

Benifex (former Benefex)

Services

L2 support

The business needs

As Benifex continued to expand its platform and client base, maintaining platform stability and ensuring a high-quality user experience became critical. While the company already managed L1 support internally, it needed a reliable partner to provide L2 support, capable of addressing more complex issues, proactively monitoring the platform, and ensuring uninterrupted service across its growing user ecosystem. The key challenge was to increase support capacity without compromising service quality or response time.

Our role in the project

We provided dedicated L2 support for Benifex’s internal customer service operations, ensuring that the platform remained stable, reliable and responsive. We provided non-voice support via Microsoft Teams, helping with the onboarding of new SaaS clients, managing daily operations and solving technical problems that were beyond the remit of L1 support.

We offer 8 hours of active support each day, along with four hours of on-call coverage, to maintain continuity and responsiveness. As well as addressing incidents as they arise, we proactively monitor system performance, detect anomalies early and take preventive measures to avoid service disruptions. Working closely with Benifex internal teams enables us to ensure the smooth escalation and rapid resolution of complex issues, thereby contributing to a seamless experience for both administrators and end users.

The impact and benefits

Through proactive monitoring and the early detection of issues, we have helped to prevent disruptions and maintain consistent service availability for tens of thousands of users. Our structured coverage, collaborative workflows and in-depth technical expertise have led to faster incident resolution and reduced downtime.

As a result, the stability of the platform has improved significantly, end-user satisfaction has increased, and Benifex can now scale its services with confidence while continuing to deliver exceptional employee experiences.

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