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Freshworks > 实例探究 > 爱思唯尔与 Freshservice 的数字化转型之旅
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Elsevier's Digital Transformation: A Cloud-First Approach to IT Services & Operations

技术
  • 分析与建模 - 机器学习
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 水泥
  • 设备与机械
适用功能
  • 产品研发
用例
  • 库存管理
  • 时间敏感网络
挑战
Elsevier 的传统 ITSM 工具和基础设施面临着挑战,包括技术债务、次优的用户体验和反应性服务管理。
关于客户
爱思唯尔是一家全球信息分析公司,与研究界合作策划和验证科学知识。他们每年发表超过 470,000 篇文章,并为学术研究生命周期提供一系列产品和服务。
解决方案
Elsevier 采用 Freshservice 作为其 ITSM 平台,该平台提供了基于云的开箱即用解决方案,符合其规模、速度和灵活性的目标。 Freshservice 还提供了出色的员工体验,并具有无与伦比的价值实现时间。
运营影响
  • The implementation of Freshservice transformed Elsevier's IT operations from reactive to proactive. The knowledge management capabilities in Freshservice such as categorisation, the ability to tag and smart search for knowledge base articles helped promote a culture of self-service and improved resolution times and agent productivity. The branded 'TechDesk' communication campaign improved the end-user adoption of Freshservice. Elsevier aimed to provide end-users with an experience similar to what they would get on a big consumer website, including personalisation and a welcoming look and feel. This resulted in improved IT agent productivity and exceptional end-user support. Elsevier's operations with Freshservice became responsive, adaptive, and agile, ensuring the TechDesk fits right into Elsevier’s ecosystem and that IT agents could build on the key modules of Freshservice.

数量效益
  • First line resolution improved to 67%

  • First contact resolution improved to 92.8%

  • Customer satisfaction increased to 95.9%

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