Aberdeenshire IT looked at the leading ITSM providers in the UK and EU, and even considered staying with its legacy vendor. But in the end, Ivanti Service Management (ISM) was the only solution that fulfilled all of their requirements and did so at a reasonable price.
Aberdeenshire Council uses a shared, hosted platform across IT, HR, and customer relationship management (CRM) to deliver Enterprise Service Management to the organization. This is reducing costs, optimizing employee time and showing impressive ROI with support and maintenance costs reduced by 40 percent. Ivanti’s concurrent licensing model is resulting in additional cost savings as compared to having numerous standalone HR and CRM products. But of course, an important consideration when you're sharing a platform is security, making sure that users only have access to information that is pertinent to their function and role in the organization. Aberdeenshire IT found that the security settings within the CSM tool make that data segregation incredibly easy to accomplish.
Aberdeenshire now uses CSM within its contact center as its CRM tool, replacing its legacy solution. The system captures more than 225,000 contacts per year and is providing streamlined service with faster response times. Staff members are able to be more efficient in their jobs with wrap up times have been shortened by 20 percent because tickets can be resolved with the click of a button. And because Ivanti is a codeless solution, scripting and development time for CRM has been cut in half.
Aberdeenshire also uses CSM for HR case management, including an HR-specific self-service portal that is the first point of contact and HR ticketing. All onboarding and exiting are also a workflow through Ivanti. The transformation of HR business processes through the integration with Ivanti has been nothing short of astounding. The automation of paper processes has freed up HR staff time, allowing them to focus on higher-value tasks. The length of time to respond to and resolve a query has been reduced by one third, and travel bookings that used to take 1-2 days to process are now done in 30 mins. In addition, HR teams now do tasks that were previously done by IT, resulting in IT ticket counts falling by 2,000 contacts per year. But quite possibly the best measure of success is user satisfaction with HR team responsiveness, which is at an all-time high, despite lower HR staffing levels.