Empowering client to offer effortless customer experience

We are incredibly impressed with the results we have achieved since implementing the customized incident management module. The process has become so smooth and effortless, with incidents resolved faster than ever before. The addition of over 1.4K articles to our Knowledge Base has also been a game-changer, providing solutions to most problems and saving us so much time.
Quick Glance
Empowering client to offer effortless customer experience
Client Domain: IT industry
The Client Requirement:
The Problem
The Solution
We implemented a customized incident management module with several fields, including an integration with Active Directory to retrieve and add users to the user table. The CMDB was leveraged to store Configuration Items and populate Asset Management, allowing for the creation of relationships between CI's. Hardware assets were mapped to the user's record for better tracking. When issues occurred with attached CI's, incidents could be created directly and promoted to major incident management depending on severity and impact. These incidents were then assigned to L1/L2 or L3 support groups for fast response and resolution.
The Impact
Quantified Results
- 5% reduction in incident resolution times
- 82% first resolution rate
- 2.4x faster request fulfillment than the industry average
- 1.4K articles to the Knowledge Base, providing solutions to most problems
- 50% faster average Mean Time to Resolve (MTTR) than the industry average