FrontRange ITSM Provides Real-Time Guidance to Webhelp's Support Teams
Posted by David Dugan, April 25, 2012
The French company, Webhelp, is relying on FrontRange ITSM to provide real-time guidance to its support teams.
To improve the quality of IT support provided to its 10,000 employees, this international call center operator has replaced its ticketing solution with one developed internally by FrontRange ITSM platform. Embodying the best practices of ITIL, this management tool allows for better service claims processing and incidents and a real-time control of the service desk, resulting in improved user satisfaction and financial gain for the company.
THE PROBLEM
A major player in the outsourcing of customer relationship management, Webhelp employs some 10,000 employees in 24 call centers in France, Morocco and Romania. Operating 24/7, the group handles more than 8 million interactions per month using all possible channels (phone, email, chat, etc..). To manage all this, the company equipped itself with a secure technical infrastructure and a redundant network monitoring center allowing it to centrally and continuously monitor all applications as well as the flow of voice and data. It also has local technical teams on site and an external media center. "The computer gives us a true production tool," says Stephen Baker, Director Technical Support Group. "The management and maintenance of IT have been designed to avoid downtime and accelerate disaster recovery in case of trouble." To optimize user support, Wehhelp had established in 2005 a ticketing solution developed in-house. But after several versions and three years of use, this tool was no longer fast enough or powerful enough to meet the needs of the growing rapidly company. "Back then we had gone from 300 to over 7000 workstations. We absolutely had to have a new management tool for our service desk."
CHOOSING THE PACKAGE
In early 2009, the CIO establishes the requirements and consults the market. She wants software capable of extending the use of ticketing for different services, that enables it to measure and monitor its SLA and that includes escalation management. "We also needed a tool that can produce relevant reports in time and that is easily integrated into our information system," says Stephane Boulanger. Her choice fell on the FrontRange ITSM platform. "This modular and scalable solution answered our functional requirements and offered a good price / quality ratio. It is also software that aligns with ITIL best practices and whose quality is recognized internationally. It made a difference in our decision because our customers are very sensitive to the tools we choose to ensure continuity of our business"
(Article translated and reposted from Le CXP.fr: IT Management : Webhelp s’appuie sur FrontRange ITSM pour piloter en temps réel ses équipes support)