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Extending Architecture & Automation CapacityCase Study
Transforming Supply Chain with Expert IT Solutions
A leading third-party logistics company based in Palatine, Illinois, specializing in last-mile delivery services. Their operations depend on complex data integrations and real-time tracking systems. With growing demand and mounting IT challenges, they required a reliable partner to deliver scalable IT solutions and efficient support.
98%
Reduced the open ticket backlog
35%
Lowered operational support costs by approximately
The challenge
Fidelitone faced a backlog of over two hundred unresolved support and delivery issues, putting service levels and customer satisfaction at risk. At the same time, it needed to maintain reliable partner integrations while improving internal workflows.
“The challenge was restoring operational stability without disrupting ongoing customer operations.”
Our solution
ParallelStaff partnered with Fidelitone to strengthen its operational and integration capabilities through a nearshore delivery model. The team worked across support, engineering, and systems integration to reduce the backlog, streamline onboarding, and stabilize API and EDI workflows. This approach enabled real-time delivery visibility, improved internal efficiency, and restored confidence in service performance.
Technologies used
The results
Reduced the open ticket backlog by 98%
enabling the organization to consistently meet its three-day SLA for the first time in months.
Restored delivery capacity in under one week
allowing support and engineering operations to stabilize far faster than traditional ramp-up models.
Lowered operational support costs by approximately 35%
while maintaining service quality and responsiveness.
Stabilized and expanded API and EDI integrations,
enabling real-time last-mile tracking and smoother onboarding of new customers.
