Key results
Incident Time Savings
120 hours
Instant Unlocks
150
Call Volume Reduction
30%
Result highlights
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The story
A Fortune 500 global IT solutions provider scaled from 5,000 to nearly 12,000 employees while maintaining a lean service desk of just 15 to 20 agents.
Routine volume from account lockouts and application access requests overwhelmed the small team, creating long wait times. Hiring additional staff to...
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Quotes
“Focus on quality, easy-to-consume knowledge. Use your ticketing data to identify the right use cases for automation. And make sure your content is written in a way the bot can deliver it effectively.”
The company
World Wide Technology
wwt.comTechnology solutions provider for digital transformation and IT infrastructure.
IndustryTechnology
LocationMaryland Heights, MO, USA
Employees10K-50K
Founded1990