Case Study: How DeskMasters improved Computer Gallery’s customer response time by 67% - from six hours to under two

Client Testimonial

"Partnering with Desk Masters was a turning point for us. The offshore team members quickly became an integral part of our operations. Not only did we see immediate improvements in response times and lead follow through, but we also gained the flexibility to scale without the usual staffing costs. We now focus more on high level strategy while Desk Masters takes care of the front lines."

Mo, Founder & CEO, Computer Gallery


Primary Services: Laptop repair, B2B IT support, managed IT services

Background
Computer Gallery is a well established IT services provider based in the UK with multiple stores; it’s known for its prompt laptop repair services and comprehensive B2B IT support for small to mid-sized businesses. As the business scaled organically, managing customer enquiries, handling service follow ups, and pursuing new sales opportunities became increasingly challenging for their internal team.

The Challenge
With a growing customer base, Computer Gallery was struggling with:

  • A high volume of inbound customer IT support queries across various channels, causing huge delays in response times.

  • Difficulty in maintaining consistent follow ups on IT service requests.

  • Limited internal bandwidth to focus on outbound sales and lead generation.

  • Increasing overhead costs associated with hiring and training local staff.

The Solution
In February of 2025, Computer Gallery partnered with Desk Masters, to onboard offshore team members for each store, specialising in customer service and sales lead generation.

Implementation
Desk Masters provided three fully trained offshore staff members based in India with a background in IT customer service. The onboarding process included:

  • Dedicated training on Computer Gallery's services and CRM system.

  • Integration with the UK based team through daily virtual catch-ups and shared communication platforms.

  • Clear KPIs set around response time, customer satisfaction, and lead conversion rates.

Results
Within the first 5 weeks, Computer Gallery saw significant improvements:

  • 67% improvement in average customer response time, down from 6 hours to under 2 hours.

  • 40% increase in scheduled B2B service consultations due to proactive follow-ups.

  • 25% growth in monthly leads generated through targeted outbound campaigns.

  • Enhanced customer satisfaction as reported in post-service feedback surveys.