Powerful software is only as good as the support behind it. Digital Life Sciences is therefore committed to not only providing customers with a high-performance solution for digital document and quality management, but also to offering them optimal support in their day-to-day operations.
The year 2025 clearly demonstrates the crucial role that professional support plays in successful collaboration. The current metrics demonstrate the high level of use of support services as well as the overwhelmingly positive feedback from users.
Average ticket feedback
Support 2025 by the numbers
- 2,794 support requests were processed in 2025.
- 570 tickets were reviewed, representing a response rate of 20.4%.
- Average evaluation: 1.26 (equivalent to a “very good” grade on the school grading scale).
These results are also confirmed by direct customer feedback: Users particularly highlight the quick response times, the high level of expertise, and the solution-oriented collaboration.
DLS would like to extend its sincere thanks to all customers who share their experiences and suggestions for improvement. This feedback provides valuable insights for the ongoing optimisation of support processes and helps us address customer needs even more effectively.
Our vision for the future is also clearly defined.
“Our goal is to make our support even more proactive in the future. In addition to fast response times, we want to provide our customers with earlier support—for example, through expanded services, optimised processes, and additional knowledge resources,” emphasises Ralf Gescher, Head of Support & IT Administration at Digital Life Sciences.
