rewrite for a shorter clear response: Centralization of customer services. From the study, it is clear that at least 50% of the cases are handled by the help desk. Centralization of these operations constrains the performance of the team. In this case, the help desk capacity is limited which reduces the speed of resolving issues. By centralizing many customer issues, it affects the response time that the team could achieve. Strategy to mitigate it? Decentralize some non-critical issues in the firm. This helps reduce the amount of workload and speed up the rate in which services are delivered to the customers. For example, delegating some of the issues to specific regions, it helps to reduce the delays in the customer's service delivery