Case Study 1
Modules:
Service Request and Asset |
Company:
Large Electric Utility |
Situation:
The Client utilizes a single-system for managing all internal service ticketing and has service level agreements (SLAs) set up with their end users. They utilize the service ticketing system to measure their performance and employees are compensated based on their success in meeting the SLA's. The service ticketing system is required to be used by all internal service departments and all vendors.
The Client has multiple vendors fulfilling service requests. The Client's Office Equipment Vendor (Vendor) process to comply with the Client's Service Ticketing system was as follows:
- Vendor's employee is located on-site the Client location for the purpose of monitoring the Client's service ticketing system queue for their service tickets
- Vendor manually dispatched ticket
- Logged ticket into their own internal spreadsheet
- Closed ticket in customer service ticketing system after completion
- Closed ticket in spreadsheet
iOffice determined this was a redundant, time-consuming process that was not streamlined for the Vendor. The Client recognized this was a productivity issue for its vendors and offered an interface into their Service Ticketing System to support instant notification to the vendors management/tracking systems. The Office Equipment Vendor was chosen for the pilot.
Solution:
The Vendor was using the iOffice Connect Service Request module for internal management of service tickets. Through web services, iOffice created an interface with the Client's service ticketing system. The interface allows the iOffice Connect Service Request module to auto-populate when the Vendor's tickets were submitted through the Client's ticketing system. The Client's ticketing system is updated any time a comment is posted and when the ticket in iOffice Connect is closed. In addition, the Vendor can manage the Client's asset profile and location information is managed through the iOffice Connect Asset module.
Result:
The Vendor's operator is able to manage the Service Request module from the Vendor's office. Efficiency and productivity of service delivery and integrity of reporting has been enhanced. In addition, the Client has a real-time view of the Vendor's service activity and performance. The Client was so impressed with the success of the project, the Vendor added 4,000 additional assets to their management contract. |
