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OneNeck

OneNeck ITSM Customer Success Story




AS A PROVIDER OF HYBRID IT SOLUTIONS TAILORED FOR MID-MARKET AND ENTERPRISE-SIZED COMPANIES, ONENECK® IT SOLUTIONS KNOWS SOMETHING ABOUT THE IMPORTANCE OF DELIVERING IT SERVICES THROUGH AN INTEGRATED PLATFORM, AND ENSURING ALL USERS ARE WORKING WITH THE MOST UP-TO-DATE VERSION OF THOSE SERVICES. IT'S PRECISELY THE TYPE OF CORPORATE INTELLIGENCE THAT HAS HELPED THE SCOTTSDALE, ARIZONA-BASED SUBSIDIARY OF TELEPHONE AND DATA SYSTEMS GROW INTO A 550-EMPLOYEE ORGANIZATION WITH CLIENTS AROUND THE WORLD.

 

Quick Win

  • $300,000 annual savings from email automation alone

The Challenge

OneNeck, like many other companies focused on business-critical missions, has not always found it easy to achieve integration or upgrade its own IT Service Management (ITSM) software. Over the years, OneNeck has invested in three ITSM systems, including a proprietary solution developed in-house. Over time, these tools became dated and limiting. OneNeck found itself behind on the most recent upgrades and decided a fresh integration was the only way to go.

Steve Bazinet, Director of Business Applications for OneNeck said, "We were looking for a new platform that could consolidate all of the service desk tools throughout our locations. We began investigating options and that is when we learned about Cherwell."

The Solution

What most impressed Bazinet about Cherwell was the long-term savings OneNeck could achieve in managing and maintaining the ITSM software. "Because of Cherwell's codeless environment, we could make enhancements to the system without having to hire java developers. That was probably the biggest factor, but we also appreciated the ease of upgrades, particularly that we can do upgrades without losing customizations."

OneNeck initially went live with Incident Management and quickly added the Change, Problem, and Configuration Management modules. Within two months, OneNeck had migrated 99.9% of its customers to Cherwell. The development process had some learning curves, but Bazinet says Beyond20's support and assistance proved invaluable.

"Beyond20 has been very responsive to our needs at every step," Bazinet said. "We completely trust the people who are working in our environment." 

The Result

The Cherwell solution has proven to be a wise investment for OneNeck. Bazinet appreciates the ease of adding and modifying custom modules to the platform using the Mergeable Application (mApp) Exchange, thus eliminating the time and expense of building each ew system change from scratch. He also has found it beneficial that Cherwell allows for automation and integration of email management. 

"Previously, we had to copy and paste emails from our own client into our IT Service Management systems," Bazinet said. "We estimate that eliminating manual handling of email from our service desk alone will save us approximately $300,000 a year - and that only accounts for one-fifth of the users of the system."

The Future

Bazinet says the plan now is to develop a metrics dashboard so managers can monitor how their teams are performing when it comes to incident response and resolution time. the sales team is also exploring the potential to automate the sale of some items through the portal, thus benefitting customers by eliminating the need for paperwork. OneNeck is also exploring additional opportunities to realize its corporate vision through the Cherwell platform. "We are excited about how this platform can support our organization in its continued growth," said Bazinet.


Ready to see what we can do for you? Schedule a demo or consultation with one of our world-class Cherwell Solutions Consultants. 

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