How Code Enigma reduced ticket volume by 30% and accelerated stalled internal projects with Touch Support.

Background

Code Enigma is a UK-based boutique agency specializing in complex enterprise-grade Drupal implementations. For more than a decade, the company has helped clients across Europe design, build, and maintain digital experiences powered by open-source technology.

As their client base expanded and service-level expectations grew, Code Enigma faced a critical operational gap: maintaining reliable out-of-hours coverage—nights, weekends, and public holidays—without exhausting their core team.

“We’ve always had a small, skilled internal sysadmin and support team,” says Greg Harvey, Managing Director at Code Enigma.

“But finding people willing to work nights or weekends in Western Europe was becoming almost impossible.”

The Challenge

Code Enigma’s previous out-of-hours partners varied in reliability. Some couldn’t maintain consistent coverage; others lacked the technical confidence to handle Code Enigma’s complex stack.

The result?

  • Missed releases and delayed launches due to unavailable staff.

  • Inconsistent service quality across time zones.

  • Internal projects stalling as engineers focused on urgent client issues.

“We’d schedule a deployment at midnight only to find out the person supposed to do it had a doctor’s appointment and forgot to tell us,” Greg recalls. “It was driving us crazy.”

The Solution

Touch Support stepped in with a dedicated remote sysadmin team operating within Code Enigma’s existing workflows. Instead of pushing a one-size-fits-all model or proprietary monitoring system, Touch Support embedded itself into Code Enigma’s processes—providing both flexibility and managed oversight.

“You weren’t trying to pull us into your system or dump random freelancers on us,” says Greg.

“You brought dedicated people, managed them properly, and made them part of our operation.”

Touch Support handled recruitment, onboarding, one-on-ones, training, and day-to-day performance management, freeing Code Enigma’s leadership to focus on strategy rather than staffing.

The Results

Within just a few months, Code Enigma saw measurable impact:

✅ 30% reduction in active ticket volume

✅ Significantly faster response times—customer tickets no longer sit overnight

✅ Revived internal projects, including infrastructure upgrades like Debian 12

✅ Increased operational velocity, thanks to additional affordable headcount

“The team picked up complex work that others refused to touch. They were curious, passionate, and wanted to learn. That’s made all the difference.”

Why It Worked

The collaboration’s success comes down to cultural fit and execution consistency. Touch Support didn’t just promise managed service—they delivered it, running regular one-on-ones, progress reviews, and transparent communication with Code Enigma’s leadership.

“Most companies in your space say they do that. You’re the first ones who actually did,” says Greg.

“It’s absolutely beneficial—and frankly, fantastic.”

The Outcome

Today, Code Enigma enjoys a 24/7 support model that delivers speed, stability, and peace of mind—without compromising its culture or technical integrity.

“If you’re struggling to fill service gaps or find quality people—stop looking. Just call Touch Support.

The quality of their sysadmins is top-tier, and they deliver exactly what they sell.”