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.
