Alemba - Liverpool City Council: Reduce calls to the service desk by 30% in 3 months
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Liverpool City Council: Reduce calls to the service desk by 30% in 3 months

Liverpool City Council

Challenge

  • Managing 3 disparate ITSM systems, which had limited interaction and required manual intervention.
  • Increase self-service adoption and reduce manual call handling through automation.

Alemba Service Manager Solution

Alemba Service Manager provided one central system to provide the business with a service catalogue and a method of logging business changes into the ICT department.

  • Alemba Service Manager’s self-service interface provided a customer-facing service request catalogue via a single “shop front”.
  • Alemba Service Manager’s workflowed integration allowed cross-departmental communication on a single platform.
  • Implemented a large number of workflows, automating service delivery

Business Outcomes

  • A 30% reduction in calls to the ICT Service Desk in 3 months.
  • End-to-end automation of their procurement and business change processes.
  • A robust audit trail for reporting.
  • Increased customer satisfaction through self-service and increased visibility of Request progression.

 

Kroger

 

Established in 1883, The Kroger Co. is one of the largest general retailers in the United States.

Liverpool City Council

 

Liverpool City Council is the governing body for the city of Liverpool in Merseyside, England. It consists of 90 councillors, three for each of the city's 30 wards.

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3BM

 

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Cardiff University

 

Founded in 1883 Cardiff University boasts 6000 staff members and 28 000 students across two main campuses, three colleges and 27 schools.

Barnardo's

 

Barnardo’s is a British charity that works to protect, nurture and provide opportunities for the most vulnerable children and young people. It works directly with 240,000 children, young people and families every year and runs more than 960 vital services across the UK.