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New-age ServiceDesk for a Leading Public Relations Firm

Challenge

Highly demanding, progressive, fast-paced workforce relies heavily on timely communication and information sharing with seamless and trouble free connectivity. They needed resolution times ahead of SLAs and thought their IT was an outdated, ineffective organization with lack of multi-modal visibility into the ticket queues and resulted in high costs.

Solution

GAVel provided a Next Generation Service Desk integrated with social media outlets. The GAVel AIOps solution included a Virtual Supervisor for automated triaging, self-help and resolution pushed through BOTS, with an integrated view of the ticket queue.

Benefits

40% reduction in tickets, increased connectivity with the end user community, an advanced and efficient ticket and queue management, 30% reduction in response and resolution times, reduction of the ticket triaging process by 50%, and overall cost reduction.