Software

GitHub transforms support process to drastically reduce response time by 96%

Initiatives

Application Development

Data Engineering & Analytics

Challenged with balancing user policy enforcement and support efficiency, the GitHub partner support team had difficulties distinguishing between violators and compliant users. This situation caused the support team response times to slow to 2-3 months. Needing a rapid solution, GitHub looked to Andela to transform and optimize its internal support processes.

GitHub leveraged the Andela Adaptive Hiring model to tap its global marketplace of 150,000 technologists and quickly source several digital experts to tackle the problem. These experts developed custom scripts to accurately identify and remove policy-violating users, preserving the integrity of GitHub’s partner user base.

This project allowed GitHub to focus on genuine support needs, reducing its response time by 96% from 2-3 months to just 1-3 days.

Hear more from GitHub

Solution

Web App

REST APIs / Microservices

Software Maintenance & Upgrades

Data Pipelines & ETL

Skills

Python

SQL

Ruby

Roles

Full-stack Engineer

Back-end Developer

150

K

Top-rated, highly skilled global talent pool

66

%

Faster time to hire

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GitHub transforms support process to drastically reduce response time by 96%

Challenged with balancing user policy enforcement and support efficiency, the GitHub partner support team had difficulties distinguishing between violators and compliant users. This situation caused the support team response times to slow to 2-3 months. Needing a rapid solution, GitHub looked to Andela to transform and optimize its internal support processes.

GitHub leveraged the Andela Adaptive Hiring model to tap its global marketplace of 150,000 technologists and quickly source several digital experts to tackle the problem. These experts developed custom scripts to accurately identify and remove policy-violating users, preserving the integrity of GitHub’s partner user base.

This project allowed GitHub to focus on genuine support needs, reducing its response time by 96% from 2-3 months to just 1-3 days.

Hear more from GitHub

Snapshot

Duration

Team Size

No items found.

Technical Domains

Application Development

Data Engineering & Analytics

Tech Stack

Python

SQL

Ruby

TL;DR

BUSINESS PROBLEM

THE SOLUTION

THE TEAM

Technical Support Leads

No items found.

THE Tech

Impact

Partner With Andela

Whether you need individual technologists or fully managed teams, we can transform your support operations from a cost center into a strategic advantage that enhances your brand and offering.