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Corpshore Philippines
Case studiesBPOCebu IT Park, Cebu City

Consolidated Multilingual SaaS Technical Support Across Four Languages

4.9 hrs

Mean Time to Resolution

27%

Tier-2 Escalation Rate

94%

CSAT English

96%

CSAT Spanish

The challenge

  • Fragmented multilingual coverage split across three separate vendors causing operational overhead and ticket handoff losses
  • Mean time to resolution averaging 8.4 hours across the global queue, well above the 4-hour SLA target
  • Tier-2 escalation rate at 38%, indicating Tier-1 knowledge gaps and inefficient case routing
  • JIRA integration inconsistencies causing an estimated 3.2% ticket loss rate across handoffs
  • Persistent CSAT complaints from LATAM and Japan customers about non-native language quality

The Corpshore approach

  • Consolidated all four language streams under a single Cebu operations hub with unified management and shared knowledge base
  • Deployed ITIL v4 certified Tier-2 engineers alongside Tier-1 CS to reduce escalation friction
  • Built a custom Slack, JIRA and Zendesk integration workflow eliminating handoff data loss
  • Established language-specific QA scorecards calibrated by native-speaker QA leads
  • Instituted weekly cross-language calibration sessions to align policy interpretation and resolution style

Results and impact

MetricBeforeAfterChange
Mean Time to Resolution8.4 hrs4.9 hrs-41%
Tier-2 Escalation Rate38%27%-11 points
CSAT English82%94%+12 points
CSAT Spanish76%96%+20 points
CSAT Portuguese71%91%+20 points
CSAT Japanese68%92%+24 points
Ticket Loss Rate3.2%0.0%Eliminated
Total Vendor CostBaseline-22%22% reduction
Consolidating four languages under one Cebu operation gave us the operational consistency we could never achieve across three separate vendors.
Head of Customer Support, Anonymized Client