Category: Case Study
Vertical: Telecommunications
Product: Cherwell Service Management
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Cogent is an innovative New Zealand telecommunications company supplying high-tech telephone systems to a large customer base in a competitive market. Cogent differentiate themselves by delivering great customer service, however their legacy service desk system was holding them back and couldn’t effectively support their customer base. Paul Spemann, Cogent Operations Director realised that the service desk needed to be replaced.


Customer experience comes first

To deliver on their promise of a quality customer experience Cogent needed a service delivery tool that could effective manage customer priorities. Key requirements were:

  • Quick service desk logging
  • Escalation alerts that would get to the right people at the right time
  • Effective reporting
  • Mobile device interface for job forwarding and time entry
  • Accpac interface to create accurate billing reports

With more than 5,000 active clients, generating over 200 incidents per day. Cogent needed a very capable and easy-to-use ITSM solution. “A new ITSM system had to be truly dynamic and flexible to handle our growing service offerings,” says Spemann.


The Cherwell decision was easy

Having a toolset designed from the ground up for today’s mobile, multi-device working environment was a major winning factor for Product Strategy Manager Scott Funnell. “Cherwell works extremely well across all devices. The ability to view our dashboards and service details from any mobile device has actually been more effective than we anticipated.


The verdict

With Service Dynamics implementing Cherwell Service Management, Cogent have embarked on a transformational process, with the platform being a cornerstone in their progressive ICT strategy. Cogent has begun breaking down their traditional infrastructure and building an environment that supports working on any device from anywhere.
For cogent, Cherwell Service Management is much more than just incident, problem and change – it is a platform for running their business more efficiently and effectively.

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