Customers

Global Help Desk Services, Inc. provides help desk outsourcing with guaranteed service levels to enterprise-sized companies around the world for major capacity gains while reducing total cost of IT support. As an outsourced provider, they provide distinctly pleasant, efficient, and consistent help desk experience by applying the best in people, process and technology that enables their clients to identify trends and anticipate training therefore ultimately helping their clients secure the reputation of providing quality service for internal (or external) customers. Global Help Desk Services clients receive SLA’s that are among the highest standards in the industry.

The Challenge – Cost effective ITSM that allows for the sequestering of customers while securely protecting organizational data

Global Help Desk Services, Inc. (GHDSi), as an IT outsourcing provider, required a solution that meets the areas of need for the end-user along with implementing a siloed or independent solution per customer, while not impacting the global customer base. Being able to implement, track, and secure customer data and workflows independently and affordably required a solution that TechExcel’s ServiceWise competitors have been unable to offer.

Aaron Shultz, who is the general manager at Global Help Desk Services, Inc., along with his team, have customers who track and process thousands of tickets globally. Some incidents, if not resolved in a timely manner, could lead to dire circumstances if any system were to falter.

Having trialed many ITSM tools in order to support their clients, Aaron quickly realized that most tools do not handle multi-tenancy to the expectations of GHDSi, nor do they allow his team to easily on-board customers without frustrating training and prolonged investments of time.

Aaron relays that, “no one measures up to the flexibility of ServiceWise. A very key piece of how we use the tool, and one of the most important pieces for us as an outsourced provider is that I am supporting a lot of different companies. I need to keep their data secure.”

The competitors to ServiceWise and the solutions they offer require buying additional, very costly add-on modules and additionally, they do not export well which is frustrating and non-functional.

The Solution – TechExcel ServiceWise

Global Help Desk Services Inc., under the direction of Aaron, implemented ServiceWise in a manner that enabled him to create individual projects for each customer with just the one tool.   Due to ServiceWise’s architecture, project bases can be set up for each customer.  A project base essentially contains the workflow, UI, email notifications, and other common data for that specific customer.  This allows for isolation of customers while letting Aaron’s team manage each customer’s IT needs efficiently.

Additionally, project bases serve as templates to easily on-board similar customers depending on their needs.  For example, one customer may need a simple help desk solution, while another may require additional ITIL processes such as change management or problem management.  This requires very little effort from Aaron and team and is done within minutes.

As customers expand and needs start to change, ServiceWise is right there for Aaron.  New processes can be implemented within minutes and changes will not affect other customers.  ServiceWise is the only ITSM solution that offers this kind of flexibility.  As Aaron puts it, “I can bring levels of maturity to the table or grow levels of maturity with my customers as their business needs or suits it.”

The Results – Affordable and efficient multi-tenancy management

Another key thing GHDSi was looking for is proper administrative rights to ensure appropriate access to each organization and their staff therefore enabling viewable data and clarity within the organizational structures.  From the outsourcer standpoint, this includes billing, invoicing, monitoring and tracking all within the tickets per individual customers and their subsequent incidents.

Reporting was also another area in which TechExcel ServiceWise excelled.  Aaron needed to not only be able to track and monitor various tickets but be able to quickly extract or report on data.  While ServiceWise has hundreds of built-in reports, having a SQL backend allows Aaron to write custom queries or hook BI tools directly to get what he needs – something that competitors will either charge a premium for or not have at all.  This also leads to the next point, an on-premise solution.

GHDSi has a functional ITSM now in place that he and his team use for day-to-day operations.  Changes and requests are made instantly without affecting customers globally.  Being able to review for process improvement and weekly operations assists Aaron and his team so they may resolve and improve as more data is obtained from ServiceWise.

In addition, GHDSi can easily implement new on-boarding of customers with a customizable ITSM tool.  One person can manage this unlike the competitors which Aaron stated that in some instances, would need thirty people to achieve what one person can do with ServiceWise.

The client-facing portal has also been implemented and permits self-service through the use of targeted knowledge and guides ticket submissions.  Customers can also communicate with the team and see updates against tickets by logging in.

Through the use of ServiceWise, Global Help Desk Services Inc. has securely delivered excellent customer service by efficiently managing customers independently.  The flexibility, scalability and the ability for anyone to configure any process is something that no other tool on the market provides without professional services or additional payment of modules from other tools.  The low cost of ownership and the cost savings is also why GHDSi is able to pass on value to their customers and stay competitive.  The investment is minimal compared to ServiceWise’s competitors and there is no longer the aggravation of, as Aaron puts it, “jumping through hoops”.

Key benefits

• Increases customer satisfaction with single point of contact for user requests, user submitted incidents
• Data privacy with out-of-box best practices for ITIL and industry
• Reliable and easy to use intuitive user interfaces with automated upgrades
• Ability to automate reminders, review tasks and approval of any incident or request
• Decrease on-boarding and training needs
• Scalable with choice of implementation options: choose hosted or on-premise installation

Cost Reduction Benefits

• Reduction in annual maintenance
• Reduction in new hardware and software license cost
• Improved efficiency and reduced support hours
• Reduction in number of help desk system administrators
• Reduction in training time and users up to speed faster