Advanced Technology Services Replaces How IT Services Are Requested and Delivered with Kinetic Data

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Customer satisfaction zooms to over 93 percent and still rising

“Not only does ERM improve an IT organization’s efficiency and responsiveness while reducing its costs, it also transforms the customer experience.”

Kinetic Data, the enterprise request management (ERM) and business process workflow company, today announced that Peoria, IL-based Advanced Technology Services, Inc. (ATS) replaced SharePoint online service request forms with Kinetic Request and Kinetic Task from Kinetic Data.

ATS, a global services provider, set two specific objectives for the replacement project: 1) to drive out costly processes by automating the workflow of service requests, and 2) to improve the customer experience and drive a self-service model.

“The SharePoint forms were too siloed and not interactive,” said Christopher "CJ" Voss, Manager IT Application Development. “The data silos caused incomplete and inconsistent data collection and approval delays as well as manual intervention for service delivery. Not only is this a cost-killer, the customer service implications are huge.”

The results of implementing Kinetic Data’s enterprise request management (ERM) approach to service requests are impressive: 1) 80 percent reduction in time to submit requests, 2) 95 percent of manual service fulfillment effort eliminated, 3) 98.9 percent of requests and incidents immediately reach the right service group, and 4) more than 93 percent customer satisfaction rating.

“Kinetic Data’s ERM software enables ATS to standardize IT service delivery and automate its manual processes,” said John Sundberg, Kinetic Data’s president. “Not only does ERM improve an IT organization’s efficiency and responsiveness while reducing its costs, it also transforms the customer experience.”

More on Kinetic Data ERM Products
Kinetic Request is a service request management application that enables organizations to build intuitive web-based portals where employees can report issues, submit requests for any type of shared service, and check on the status of pending items at any time, from any device. Business process owners across the enterprise — in IT, HR, facilities, finance, or other departments — can quickly and easily create their own "service items" to display on the portal.

Coupled with Kinetic Task, Kinetic Request enables organizations to implement an enterprise request management (ERM) strategy. Taking an incremental approach to ERM using Kinetic Data tools, companies can begin to see benefits in 30-60 days. For other types of process workflow automation, benefits can be realized almost immediately.

Kinetic Task lets companies bypass lengthy and complex projects to replace decentralized business process automation and inadequate service delivery projects. An advanced automation engine with an open architecture, it enables full integration of workflow processes between virtually any enterprise application without making major infrastructure changes.

Platform-agnostic, Kinetic Task communicates using common protocols with virtually any enterprise application, such as ERP, human resources, ERM, and ITSM platforms. It provides a non-proprietary approach for centralized business process automation and service delivery management.

About Advanced Technology Services:
ATS makes business run better by improving the productivity and profitability for many of the world's most respected companies. Through innovative IT services, production equipment maintenance and spare parts repair, ATS helps business remain competitive in a fast changing global economy. ATS is headquartered in Peoria, IL with offices and services centers located in Chicago, IL, Greenville, SC, Detroit, MI, Monterrey, Mexico and the United Kingdom. For more information visit http://www.AdvancedTech.com.

About Kinetic Data (http://www.kineticdata.com)
Kinetic Data has helped hundreds of Fortune 500 and government customers — including General Mills, Avon, Intel, 3M and the U.S. Department of Transportation — implement integrated workflow systems, including enterprise request management (ERM) systems with centralized portals. Kinetic Data has been recognized with numerous awards for its superior products and support. The company serves customers from its headquarters in St. Paul, Minn., offices in Sydney, Australia, and through a network of reseller partners. For more information, visit http://www.kineticdata.com.

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Brant Skogrand
KC Associates
+1 (612) 314-3803
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