The Business Challenge
Our client is a leading global manufacturer, marketer, and distributor of high-performance coatings systems. The client faced challenges with manual incident handling processes, ticket creation, and manual approvals, leading to delays, errors, and low customer satisfaction.
The Solution
- Implemented ServiceNow ITSM solution for the client.
- Defined and configured SLAs to ensure IT services meet the organization’s needs.
- Implemented chat functionality to enable IT support staff to provide real-time support.
The Benefit
- Improved customer satisfaction due to quick issue resolution.
- Reduced Time-to-close as tracking and managing tickets became efficient.
- Increased First-Time-Fix rate leading to fewer follow-up requests.
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