Hunter Industries knew visibility was essential when it came to delivering critical business outcomes – and that efficiency was equally important in handling incident requests. Without a structured HR Management System in place, the San Marcos-based company was experiencing challenges in tracking and finding objects, as well defining critical workflows and ITSM security protocols.
Hunter partnered with Beyond20 to help enhance their existing Cherwell Service Management system. By adding HR Case capabilities in the form of new major objects, supporting objects, lookup objects, portal pages, workflows and security, Hunter’s service desk saw immediate results. The service desk minimized SLA breaches and maintained an 80% rate for first-call resolution of incidents and requests.
