How GitHub Drastically Reduced Support Time by 96% from 3 Months to 3 Days

Challenged with balancing user policy enforcement and support efficiency, GitHub had difficulties distinguishing between violators and compliant users, causing their support teams' response time to slow to 2-3 months. Needing a rapid solution, GitHub looked to Andela to transform their internal support processes. ​

They leveraged Andela Talent Cloud, an AI-powered talent matching and skills assessment platform with a marketplace of 150,000 digital experts, to quickly assemble a specialized team to tackle the problem. These experts developed custom scripts to accurately identify and remove policy-violating users, preserving the integrity of GitHub’s user base. ​

This precision allowed GitHub to focus on genuine support needs, drastically reducing their response time by 96% to just 1-3 days.​