Servicedesk Plus and SupportCenter Plus Used to Solve an ITIL Compliant Service Management

The Challenge

Delta Distributors Ltd, a large consumer durable distribution conglomerate with over 3,000 trade partners across the country, needed an ITIL incident management system to handle:

• Manage and track all incidents easily with a defined process across a large LAN/WAN infrastructure with many employees
• Automatically assign tickets based on technician expertise
• Ensure timely resolutions by defining response and resolution SLAs with escalation paths
• Get regular end-user feedback and measure satisfaction levels
• Account, Contact and Contract management
• Multi-Channel support.

Our Solution

Standard edition of Servicedesk Plus and Professional edition of SupportCenter Plus was the best solution for the challenges because of the benefits below; Benefits of the Solution

1. Self-service Portal, highly customizable.
2. Knowledge Base.
3. Web-based solution.
4. Real-time Reports, Dashboards and KPI.
5. ITIL Compliant.
6. Request Tracking, Archiving, and Automation.

Results & Impact

The implemented solution has delivered improved customer experience, enhanced satisfaction, and greater operational efficiency for IT teams over 10 years of continuous use.