WIth ServiveWise, iRely was able to reduce headcount, get full visibility into the production cycle, track SLA’s, and improve call resolution times by 20%.
Lafayette, Calif. (PRWEB) January 10, 2012
TechExcel, a leading provider of IT Service Management (ITSM) solutions, will host a live presentation by iRely Chief Operating Officer George Olney on how TechExcel ServiceWise helped his organization streamline service operations in less than 90 days. ServiceWise is a configurable IT and customer support solution designed to meet the unique needs of customers’ business processes. This live 60-minute webinar will demonstrate how implementing the right solution can simplify your support processes, while significantly improving customer satisfaction.
iRely is a leading provider of software solutions for commodity traders, with offices in 5 countries and help desk customers split across 7 time zones. In January 2010, the company decided to replace its home grown support system with one that was workflow based, and enabled self service through a customer web portal. Within 90 days from completing a proof-of-concept pilot, iRely went “live” with TechExcel ServiceWise and after only 6 months of using the new system, were able to reduce headcount, get full visibility into the production cycle, track SLA’s, and improve call resolution times by 20%. Join this informative discussion to hear the iRely story:
- How to select a customer support solution that fits your needs
- Why iRely chose TechExcel ServiceWise
- What technical, operational and people issues were encountered and overcome
- How iRely put ServiceWise to work
- How benefits have been tracked and realized
The live, interactive presentation will be held on Tuesday, January 24, at 11:00 am PST (2:00 pm EST), and is scheduled to last 45 minutes with a question and answer session immediately following. To register and participate in this event, please visit https://www2.gotomeeting.com/register/959317690.
TechExcel, Inc. is the leader in unified Application Lifecycle Management as well as Support and Service solutions that bridge the divide between product development and service/support. This unification enables enterprises to focus on the strategic goals of product design, project planning, development and testing, while enabling transparent visibility with all customer-facing initiatives. Founded in 1995 and headquartered in Lafayette, California, TechExcel has over 1,500 customers in more than 42 countries and maintains offices in Chapel Hill, North Carolina, London and Beijing. For more information, visit http://www.techexcel.com or call 925-871-3900 in the United States or +44 (0)20 7470 5650 in the United Kingdom.