CASE STUDY

How we used Salesforce to reduce time and errors in managing IT support requests

THE CHALLENGE

As one of the largest providers of security services the United States, and responding to 18,000 client calls a month - our client’s operations team was no stranger to managing request calls on range of topics. The client wanted to extend this successful model internally enhancing their IT Department’s support to employees and branch offices adopt a wide range of IT solutions that fits them best. The small, central IT department is tasked to provide support for all IT solutions being used by various departments. Requests come in via various channels; viz, email, phone, and a support portal. With a wide variety of systems to support, the IT department was not able to track and manage support requests efficiently.

THE SOLUTION

The primary objective of the project is to implement a ticketing system to manage internal IT support requests. A simple web form was added the clients support portal for user to submit requests that are integrated into Salesforce. A support console was implemented to enable the IT team to view all requests in dashboard for quicker triage. A priority/severity matrix was put in place that defines the maximum resolution time for each ticket.

Any cases that breach the resolution time, display on the manger’s dashboard for follow-up. A rules-based email notification system keeps all stakeholders informed through the resolution process. A device assignment system was also created to track, report, and collect data for computers, mobiles, etc.

In less than 6 weeks, fivestar* helped an organization leverage Salesforce service cloud to transform their case management processes - reducing time-to-resolution and errors while increasing satisfaction rate.

THE TECHNOLOGY

Considering that client had Salesforce Service Cloud, we recommended implementing Salesforce Case Management for Ticketing. Salesforce’s Knowledge Management feature was also added enabling the client’s IT staff and employees' access to knowledge materials relative to the case request.

BUILT WITH

THE IMPACT

The project was up and running in under six weeks. Initial reports show a reduction in case resolution, with fewer errors, at a higher satisfaction rate. The client is also using the project as a pilot for future Salesforce initiatives.

THE QUOTE

Adding onto the existing Salesforce Org enabled fivestar* to implement a quick and cost-effective solution with a minimum increase is Salesforce licensing fees.

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