Mohawk increases first line resolution and improves customer service for its 35,000 employees with Axios assyst
Mohawk increases first line resolution and improves customer service for its 35,000 employees with Axios assyst
2 PagesCase study The Challenge Mohawk wanted better results and faster support from their Service Desk, without raising overall costs. Several requests were sent to Information Services (IS) asking for a more robust, self-service offering, a revamp to the outdated “etickets” site, and a user knowledge base where users could participate in “level zero resolution”. Mohawk evaluated the processes and toolset they had in place to see if they could improve efficiencies. Having used HP Service Center for over a decade, Mohawk was faced with two options: upgrade to the latest version of HP’s tool or replace the IT Service Management (ITSM) system with a solution that was designed with their core needs in mind. Their goal was to find a solution that encompassed all aspects of ITSM, was geared to
