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:
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.
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.
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.