IT Service Management software delivers customizable, ITIL-compatible platform that reduces problem resolution times and improves service quality
PLEASANTON, Calif. Ã¢Â€Â“ February 21, 2008 Ã¢Â€Â“ While many companies outsource their IT departments to lower costs, many also look to improve their results when it comes to happier end users and better IT service delivery. Tempe, Arizona-based Ensynch, which provides outsourced IT infrastructure, staffing and managed hosting services, helps its clients achieve these goals with the assistance of innovative software from FrontRange Solutions.
In particular, EnsynchÃ¢Â€Â™s fastest growing business unit, the EnDemand Data Center, relies on FrontRange IT Service Management (ITSM) software to quickly and professionally respond to incoming client requests. Support agents can view who is calling, any previous call history, and what Ensynch services the caller can access, all within one central database. They can input updates in real time, troubleshoot an issue immediately or refer callers to their in-house experts, also using ITSM.
As Ensynch expanded its EnDemand Data Center business, the company realized it needed an integrated, ITIL-compatible platform to handle the volume of work associated with processing client issues, fulfilling audit requirements and meeting its service-level agreements (SLAs). The company found FrontRange IT Service Management provided an ideal ITIL framework to support its objectives.
Ã¢Â€ÂœFrontRange ITSMÃ¢Â€Â™s integrated ITIL support and flexibility allow us to configure the solution to support each of our clientÃ¢Â€Â™s unique needs, without increasing staffing costs,Ã¢Â€Â said Jared Thompson, systems administrator, Ensynch. Ã¢Â€ÂœFinding information in one minute versus 10 minutes can mean the difference between meeting SLA targets or not. Ã¢Â€Âœ
Ensynch selected five FrontRange ITSM modules: Incident Management, Problem Management, Change Management, Release Management and Inventory Management, as well as FrontRange IP Contact Center (IPCC). IPCC enables customers and agents to access ITSM capabilities and information over the phone. The FrontRange Professional Services team was also engaged to ensure rapid configuration and deployment, further supporting EnsynchÃ¢Â€Â™s value benefit.
The results of the FrontRange solution including ITSM and IPCC were significant for Ensynch:
-Call hold times decreased by approximately one third
-Call resolution times improved by three to four minutes per call
-Customer needs were met with no additional staff hired
-Call agents recorded metrics accurately with ITSMÃ¢Â€Â™s simple reporting tool
Ã¢Â€ÂœFrontRange ITSM provides IT management with a software platform that lets them rapidly deploy a customizable solution without breaking their budgets,Ã¢Â€Â said Kevin J. Smith, vice president of products, FrontRange Solutions. Ã¢Â€ÂœEnsynch agents now have a system, built to IT best practices standards, that they can access from anywhere to effectively support their clients and meet their service-level agreements.Ã¢Â€Â
For more information on FrontRange ITSM, visit: www.frontrange.com
About FrontRange Solutions
Founded in 1989, FrontRange Solutions develops software and services that allow organizations to deliver extraordinary customer relationships. Since its inception, the company has focused on solutions tailored specifically to the mid-market and distributed enterprises, and today it is the undisputed leader with more than one million users and a marquee client list.
FrontRange products are easy to implement and provide a quick return on investment and low total cost of ownership. They also increase productivity and customer satisfaction and service. FrontRange product families include: GoldMineÃ‚Â® for business relationship management, team-based contact management and sales force automation solutions; IT Service Management with HEATÃ‚Â® and ITILÃ‚Â® standards-based modules for complete service management; IP Contact Center for reduced telephony costs and increased agent productivity, streamlined customer service and communications; and Infrastructure Management, which provides the ability to optimize the full lifecycle of a companyÃ¢Â€Â™s assets. For more information, please visit: www.frontrange.com.