SCIENTIFIC ORGANIZATION A BENEFICIARY OF ENTERPRISE MODERNIZATION
An accredited non-profit scientific and educational organization found themselves under pressure to streamline processes and deliver superior services to their beneficiaries.
As a result of a disjointed process, their IT service desk was processing 16,000 tickets per year with over 8,000 being transferred to another department after the necessary information was gathered. This greatly restricted their ability to provide seamless and timely service for their internal and external stakeholders.
How did Ness help? We created one enterprise platform, consolidating multiple ticketing applications to modernize and enhance the service flow for not only employees, but also the organization’s 40,000+ members.
In the end, Ness provided detailed metrics by resource/CI, allowing IT Managers to quickly identify and resolve issues. That lead to a reduction in customer service ticket volume by 50% with self-service capabilities from 16,000 tickets to 8,000 tickets.