Highlights
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Workflows could not be configured easily, to meet changing needs.
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An outdated homegrown system for asset tracking was growing into a time-consuming headache.
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Inability to quickly share information, customize reports, and produce comprehensive metrics.
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Automated escalation and routing with well-defined categories, and a focus on service expectations.
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Integrated asset management, centralizing and aligning support with a broad lifecycle management strategy.
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Designated analytics with built-in reporting and an active knowledge base.
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Centralized ticketing, asset tracking, and reporting provide systematic insights, helping plan more effectively and within budget.
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Automated ticket creation reduced time spent submitting tickets and service requests by 54%.
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A robust knowledge base makes it easy for field teams to access and exchange knowledge rapidly.
“Having all the IT service and support pieces integrated in one system allows us to tell a more complete story.”
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