Toshiba Tec’s service team had been using an outdated legacy system for many years. It was not offering enough capacity to keep up with their business requirements and ever-changing IT trends; this meant it was becoming increasingly difficult for the team to carry out simple tasks using the system, making them resort to emails and other slow, time-consuming processes. The legacy system also had an impact on their internal processes because the information available to employees was limited – again, this resulted in excessive manual intervention.
During the project, two go-lives were completed. Once Unifii had finalised the ServiceNow implementation, there was complete visibility of internal data and the ability to share these insights with customers (helping to keep their customer service team accountable). Staff could now enjoy access to information and data they had previously struggled to view, and the difference in the level of detail was exceptional.
In total, 38 enhancements were made for Toshiba Tec, the most crucial of these being the increase of automation and the new use of self-service. The help desk teams are now able to prioritise tasks and tickets depending on the criticality of the issue or the customer; prioritisation of this kind was purely manual before.
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