Environmental Details
- 2400 users / endpoints
- ITSM—ServiceNow
- Centralize CMDB in ServiceNow
- Multiple locations including 10% workforce are roaming users
Business Challenge
IT support desk was witnessing large number of repeat issues in EUC environment. IT support was exhausting its capacity by doing mundane jobs. A significant number of incidents are were resolved by referring SOPs which showed a high potential for automation and improved user experience & productivity.
Coforge Solution
Coforge's ElfTouch with following features:
- Auto Heal and Simple Click
- Resource protection
- Software distribution
Benefits to Client
Tangible Benefits
- Increased End User Experience Management by 53%
- High Customer Delight / Customer Satisfaction
- Less Mean Time to Resolve on Incidents – Reduced by 17%
- Less Wait Time and Quick Answer Time
- Increased accuracy and error-free resolutions
- Reduced average handling time resulting in increased productivity of end users
