"Thanks to IBI-aws, in future we will take care of the solution in the event of faults and thus significantly streamline communication"
(K. Stanulla, Depity Head of IT Operations)
The challenge
The demands on the service desk are constantly growing. This makes it all the more important to implement tools in the daily process that enable a service organization to provide accurate and effective information in the event of faults, maintenance work and various announcements.
Goal
In future, we only wanted to inform those users who were affected by the outage. At the same time, we wanted to drastically reduce the flood of incoming calls in the event of a mass problem. The resources and time gained in this way should be effectively invested in the actual problem solution.
Implementation
By purchasing IBI-aws, a software that pops up on the desktop of the affected users, we were able to easily achieve these goals.
Sounds simple, but it is. And the great thing is that IBI-aws could be used virtually “out of the box”.
The “simplicity” in terms of “commissioning” “operation” and “support” is another decisive advantage. No additional hardware or software is required. No new security gaps were opened and the application was technically ready for use after just a few minutes.
Once all the requirements had been taken into account, nothing stood in the way of the start of targeted information distribution.
Benefits
The results were not long in coming. In the event of a fault, calls were reduced by up to 90%, which greatly improved availability for other service calls to the service desk. The result was significantly more satisfied users, relieved and more satisfied service desk employees (now they could also deal with more exciting tickets) and a significant increase in the first call resolution rate. This in turn relieved downstream departments and increased customer satisfaction.