About the customer
Industry:Retail
Challenge
No standardized ITSM processes
Limited flexibility for third-party integrations
Inefficient customizations, not aligned to business needs
Lack of reporting & dashboard capabilities
User interface not intuitive or efficient
Manual error-prone asset management
Solution
CK implemented ITSM & ITAM solutions covering:
ITSM: Incident, problem, service request, change request
ITAM: Hardware asset management and software asset management)
Self-service portal
Release management
Workflow automator and orchestrator
Contract management
Employee onboarding/deboarding
Integrations with third-party systems
Success Metrics
The transformation led to a 30% reduction in resolution times, improved agent efficiency, and successfully migrated 100,000+ tickets to a standardized, integrated ITSM platform.
Higher ticket resolution and agent utilization through auto-allocation and skill-based routing
~30% reduction in FTR and MTTR through automation and ITSM process improvements
Migrated ~100,000 tickets and 1000s of knowledge articles to the new platform
