Integrating the Service Desk with Bots for enhanced Service Delivery

Holt WebinarHolt of California is a member of Caterpillar dealers worldwide and sells and services a wide-variety of equipment including Large and Small Construction Tractors, Agricultural Equipment, and Forklifts. Holt provides jobs for approximately 800 employees and consists of 3 companies, Holt of California, Sitech West and Holt Ag Solutions.

Holt was looking to enhance their Help Desk Software in order to achieve savings in manpower, improved efficiency and a reduction in response times. They wanted to automate many processes using Bot and App technology including the onboarding of new employees. They were looking for an integrated user friendly solution that would improve service delivery and user satisfaction across the organization.

The older BOSS Help Desk was upgraded to the new BOSS Support Central in 2019. The advanced capabilities of this system and integration with Accenture Bot technology enabled the automation of new employee onboarding provisioning which saved significant manpower. In addition Holt was able to reduce the response time for other service requests to under 5 minutes, and the Service Catalog has also been deployed to improve service delivery across the organization.

“BOSS has been a great partner and listens to our needs – it feels like a family, and the system works perfectly,"

 said Gail Dryden – Director of Information Technology at Holt of California

                  View the webinar with Holt of CA to learn more

 

The advanced capabilities of BOSS Support Central combined with the integration with other Bots and Apps provided Holt of California with significant savings in manpower, improved efficiency and enhanced service delivery within the organization. These include: 

  • Automating the provisioning and onboarding of new employees. Integrating the service catalog and routing rules with Accenture Bot technology allowed Holt to reduce the time to provision required services for new employees by more than 3 hours per employee. A similar approach was use to remove services for terminated employees.
  • Reducing service request response time to under 5 minutes. Using capabilities including SLA’s, Mobile Apps and scanning capability, Holt created a Fixit campaign that successfully reduced the time to respond to service request to under 5 minutes.
  • Improved performance monitoring and user satisfaction. Customized dashboard, comprehensive reporting and survey capabilities provided Holt with improved metrics to manage the business.
  • Reduced IT manpower required to support third party vendors. Using routing rules, external partners providing support such as printer vendors were able to receive service requests directly from the help desk, thereby reducing the workload on IT while maintaining complete control.
  • Improved service delivery through use by other departments. Holt expanded the Service Catalog to manage service requests for other departments including Facilities, Maintenance and Accounting and improved user satisfaction across the organization. Expansion to other departments is planned for the future
    Interested in what BOSS ITSM can do for your organization? Request a demo today!Get Free Demo

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