Customer Background

A leading manufacturing enterprise in the United States faced challenges in their helpdesk operations. With a growing employee base and complex IT infrastructure, the organization struggled to provide efficient and timely support to their workforce. Seeking a solution, the enterprise partnered with Ripton Solutions to transform their helpdesk operations.

Objectives

  • Improve Helpdesk Response Time: Enhance the speed and efficiency of resolving IT-related issues, minimizing downtime, and improving employee productivity.
  • Enhance First Call Resolution (FCR) Rate: Increase the number of issues resolved during the initial contact with the helpdesk, reducing the need for escalations and subsequent follow-ups.
  • Increase Self-Service Capabilities: Empower employees with self-service options, enabling them to troubleshoot and resolve common issues independently, improving overall efficiency and user satisfaction.
  • Centralize Knowledge Management: Establish a centralized knowledge base to capture and share IT support knowledge, enabling faster problem resolution and empowering helpdesk agents.

Solution Implemented

Ripton Solutions executed a comprehensive plan to transform the manufacturing enterprise’s helpdesk operations:

ServiceNow Helpdesk Implementation

Ripton Solutions implemented ServiceNow Helpdesk, providing the organization with a unified platform to streamline and automate their support processes. The platform was customized to align with the specific needs of the manufacturing industry.

Self-Service Portal Development

Ripton Solutions developed a user-friendly self-service portal, enabling employees to log and track their support requests, access FAQs, and explore knowledge articles for self-resolution of common issues. This reduced the dependency on helpdesk agents for routine queries.

Knowledge Base Creation

The team worked closely with the organization’s IT team to document and centralize troubleshooting guides, known issues, and best practices into a comprehensive knowledge base within ServiceNow. This facilitated faster problem resolution and empowered helpdesk agents with relevant information.

Workflow Automation

Ripton Solutions automated ticket routing and escalation processes, ensuring that requests were directed to the appropriate teams or individuals for prompt resolution. This reduced response and resolution times, improving the overall helpdesk performance.

Results and Benefits

Improved Helpdesk Response Time

The organization achieved a 40% reduction in average response time, allowing helpdesk agents to address issues promptly and minimize employee downtime. Quick issue resolution positively impacted employee productivity and operational efficiency.

Enhanced First Call Resolution (FCR) Rate

With the implementation of the self-service portal and a centralized knowledge base, the organization experienced a 30% increase in FCR rate. Employees were empowered to find solutions independently, reducing escalations and subsequent follow-ups.

Increased User Satisfaction

The self-service capabilities and improved response times led to a significant increase in user satisfaction. The organization received positive feedback from employees regarding the ease of accessing support and the timely resolution of their IT-related issues.

Knowledge Management Efficiency

The centralized knowledge base within ServiceNow enabled helpdesk agents to quickly access relevant information, resulting in a 25% reduction in average problem resolution time. Agents had the necessary resources at their fingertips, enhancing their productivity and effectiveness.

Cost Optimization

By streamlining helpdesk operations and reducing the need for escalations, the organization achieved a 20% reduction in support costs. The self-service portal and knowledge base reduced the number of helpdesk tickets and allowed resources to be allocated more efficiently.

Conclusion

With the help of Ripton Solutions and the implementation of ServiceNow Helpdesk, the manufacturing enterprise successfully transformed their helpdesk operations. The improved response times, increased FCR rate, self-service capabilities, and centralized knowledge management resulted in enhanced user satisfaction, improved productivity, and cost optimization. The organization now boasts a more efficient and effective helpdesk, providing streamlined support to their workforce and enabling them to focus on their core manufacturing operations.