Hunter Industries knew visibility was essential when it comes to delivering their critical business outcomes, and they discovered efficiency is 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 Industries 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. “Our service desk has minimized SLA breaches and maintained an 80% rate for first-call resolution of incidents and requests,” Monteforte says. “Now, instead of it being like the Wild West, where people are making changes on the fly, there is much more discipline. … Overall, I’d say our approach is 100% better thanks to Beyond20.”
