Self-Service Remedy Portal for Business
Business Need/Pains
Recent reorganization and downsizing indirectly caused severe degradation in IT Help Desk service levels. Wait times and resolution times increased, turn-over jumped to over 50%, and reliability plummeted. A rise in end-users repeatedly calling the help desk, demanding updates to their incident requests ensued. An IT centric, unintuitive user interface and poor response time eliminated the possibility of end-users accessing Remedy directly. Additionally, Help Desk operators often misinterpreted reported problems, and notifications about ticket updates and changes were cryptic and difficult to track. Furthermore, there was little visibility into ticket details, status, and history. A system had to be put in place that alleviated the increasing demands on the Help Desk, empowered the Business end-users in managing ticket submissions, and increased transparency between IT Support Groups and their customers.
Challenges
- User community skeptical of the performance of tools provided by IT
- A common solution had to scale to tens of thousands of users
- Limited resources from IT to support new tools provided to vast user community
- Apprehension of IT in availing the user community a direct channel to key operational segment
- Devising a user interface that was comprehensive as well as simple, fast, and intuitive
- Compliance with IT environment architecture standards and guidelines
Solution
Given the short time frame for solution implementation and the numerous architectural and usage constraints, BizLogix Ticket Aide was chosen as the product to help present the Business with an intuitive interface that provided a consolidate, high performance view into Remedy. The Ticket Aide independent data store, synchronized in real-time, ensured necessary decoupling and eliminated any impact on the production Remedy system. Its unique caching and quick rendering UI enables ticket information and reporting to be presented within a browser without plug-ins. Reliability of the system was ensured with extensive proactive monitoring of external and internal components and further boosted with self-recovering capabilities. The ease of use of Ticket Aide translated to a drop in help desk calls related to ticket status. The solution resulted in a tremendous boost of IT's image with the Business.
Benefits
- Reduce call volume to HelpDesk
- Increase customer satisfaction among the business end-users
- Improve accountability with IT Support Groups and reduced Time-to-Repair
- Avail additional enterprise solution with low total cost of ownership