A leading telecom equipment supplier had challenges to manage demand for various business requirements to upgrade/enhance their 50+ Enterprise applications. There was a need to harmonise a business service led model and related KPI’s/SLA to be managed.
Deployed a KPI Metrics tracking SLA model on the Cloud with transparent reporting. These metrics were defined for Demand Management, application management support services, compliance to contracted business services model.
This resulted in clear vision to top management of the enhanced IT Automation services across their application landscape. There were cost reduction in reducing/migrating applications to modern solutions. There was enhanced maturity level of the managed IT processes and increase in resource productivity.
A leading BPO Company with 40000+ employees needed to automate their ticketing system for their enterprise applications. These were managed in a legacy ticketing system which was not user friendly and lacked automation/workflow capabilities with intelligent routing, lack of SLA reporting.
A cloud based easy to use configurable ITSM compliant solution delivered out of the box reporting and automation features in a few weeks. Dashboard/Reporting were easily designed to ensure tracking of L2/L3 SLA reporting and align resource productivity was tracked for each application group.
Streamlined the support process across L1/L2/L3 process aligned to ITSM standards
Visibility of Resources productivity vis-à-vis ticket management and problem resolutions
A Media Entertainment company had to ensure that the KPI/SLA of their contracted 3rd party were complied with for invoicing/payment process. There were several responses /tickets to be tracked, routed and resolved within agreed SLA’s. Customer Service Managers were unable to get visibility on critical issues raised by their customers.
A cloud based SLA tracking solution through the entire response/ticketing raised/resolved by L1/L2/L3 support teams were configured. Dashboard/Reporting using analytics for weekly/monthly response/tickets were intelligently presented and reported. The social media integration was done for customers tickets to be tracked in the cloud ITSM solution. The system covered TAT Calculation, intelligent routing, omnichannel (WhatsApp/Voice Support), case escalations and automation (email2case) and reports on sentiment Analysis
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