24x7 Solutions are a telco managed service provider. They run a global support desk. An increase in customer demand was leading to increased support costs, which was reducing investment in sales and product
What was needed was a tool that was ITIL-compliant, but beyond that something that could not merely structure but also automate best-practice support workflows.
24x7 looked to Servicely for a tool that self-learn to perform common tasks, saving time and expense on complete automation projects.
I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation.
I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.”