When you are a global pharmaceutical company with employees accessing a variety of systems and applications all over the world, providing timely IT support can be a logistical nightmare. When it got to the point where employees were waiting up to 24 hours for something as simple as a password reset, the customer knew they had to improve their processes. Solution: Instant Queue Manager The customer turned to the real-time collaboration experts at Instant Technologies. Instant recommended the customer augment their legacy trouble ticket system with a real-time internal help desk solution powered by Instant Queue Manager. Instant Queue Manager added ‘presence awareness’ to employee / help desk interactions that enabled faster, more efficient issue resolutions. Employees gained im

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