Hardware and software teams that trust us with first-line support

Since 2014, we have run outsourced first-line technical support for hardware and machine manufacturers, device makers, and software vendors across Europe, the United States, and Canada — protecting engineering and specialist teams from routine product questions while keeping response times under an hour.
✓

96–99%

Customer satisfaction (typical range)

<1 hour

Average first response time

Results our clients count on

We manage first-line technical support for hardware and software businesses across the Netherlands, Belgium, France, Germany, the United Kingdom, the United States, and Canada — with structured escalation to your specialists when issues go beyond L1.

Total customer interactions handled since 2014

1,203,428

0–99%
Customer satisfaction (typical range)
<0 hour
Average first response time
0–95%
First-contact resolution (typical range)

Client stories

Four engagements that show how we run first-line support for connected hardware and software products.

f'real — technical support client of Digital Customer Care Company.Foodservice equipment

f'real

Routine contacts close at first line — fewer engineer interruptions and less back-and-forth on the same issue.

Challenge

Operators and consumers use connected blending systems in busy retail environments. Support spans installation, cleaning cycles, connectivity, and basic fault finding — often in multiple languages during peak hours. The product team needed L1 that understood the hardware without pulling engineers into every ticket.

Result

We run first-line support with agents trained on product documentation, known failure modes, and escalation triggers. Routine contacts resolve at first contact; structured notes go to specialists only when needed — reducing repeat questions and freeing engineering time.

RoboCharge — technical support client of Digital Customer Care Company.EV charging platform

RoboCharge

Second line gets full diagnostics up front — complex cases move faster with fewer round trips.

Challenge

Users range from site operators to drivers troubleshooting charger sessions. Tickets mix installation context, app pairing, error codes, and safety checks. Internal teams were balancing roadmap work against a growing volume of repeatable L1 questions.

Result

We provide first-line support with troubleshooting guides and decision trees tailored to RoboCharge's products. Agents collect diagnostics before escalation so second-line receives complete context and complex cases resolve faster.

Due North — technical support client of Digital Customer Care Company.Industrial products

Due North

Launch and campaign spikes covered without hiring shifts — consistent answers in Dutch and English.

Challenge

Customers expect clear guidance on fit, compatibility, and product care. Technical questions spike after launches and seasonal campaigns. The brand needed consistent quality in Dutch and English without building a full internal shift roster.

Result

We handle first-line product and technical questions with brand-trained agents. Coverage matches the hours and languages Due North's markets expect, with escalations only when specialist input is genuinely required.

Gcore — technical support client of Digital Customer Care Company.Cloud and edge infrastructure

Gcore

Most config and account-technical tickets stop at L1 — specialists only see verified edge cases with clear notes.

Challenge

Developers and operators ask configuration, billing linkage, and service-usage questions. Many tickets are repetitive but require answers grounded in current product behaviour — L1 mistakes create costly rework downstream.

Result

We operate first-line support aligned to Gcore's documentation and escalation policies. Agents resolve most configuration and account-technical questions at first contact, passing only verified edge cases to specialist teams with structured handoff notes.

Want to understand how we maintain quality at scale? Explore our quality framework.

Frequently asked questions

Which types of companies does Digital Customer Care Company support at first line?
We work with hardware and machine manufacturers and distributors, device makers, and software vendors whose end users contact them for product support — installation, configuration, troubleshooting, and account-technical questions. Typical clients need multilingual L1 coverage, structured escalation, and protection for their engineering or second-line teams.
What outcomes do technical support clients typically see?
Outcomes depend on product complexity and volume. Most clients see a higher share of contacts resolved at first contact once documentation and decision trees are embedded, faster first-response times versus an undersized internal team, and fewer low-quality escalations reaching engineering because diagnostics are collected up front.
Do you support clients outside the Netherlands?
Yes. We serve companies across Europe, the United States, and Canada. First-line support is available in eight languages — Dutch, English, French, German, Spanish, Italian, Portuguese, and Arabic — so users are supported in their own language where that matters for technical conversations.
How do we get started?
Start with a conversation about your product, monthly contact volume, languages, and how your team handles escalation today. We respond within one business day with a clear view of how we would run your first-line operation and what onboarding would involve. No obligations and no sales pitch.

Ready to protect your team at first line?

Tell us about your product, languages, volumes, and where internal time is draining. We will come back with a clear picture of how we would run your first-line technical support.
No obligations. No sales pitch. Just a straight conversation.

Serving hardware and software companies since 2014 · EU infrastructure