MEDIa

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

Initiatives
Application Development
Data Engineering & Analytics

Challenged with balancing user policy enforcement and support efficiency, GitHub had difficulties distinguishing between violators and compliant users, slowing their support teams' response time 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.

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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