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New-age ServiceDesk for a Leading Public Relations Firm


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 They needed resolution times in excess of SLAs and had the perception of IT an outdated, ineffective organization with lack of multi-modal visibility into the ticket queues and high costs.


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


This resulted in: 40% reduction in tickets, increased connectivity with the end user community, efficient ticket and queue management, a 30% reduction in response and resolution times, ticket triage process reduced by 50%, and overall cost reduction.