2 min read

How 24x7 Solutions increased customer satisfaction with Servicely’s self-service portal

24x7 Solutions are a telco managed service provider and run a global support desk.

The Challenge

An increase in customer demand was leading to increased support costs, which led to a heavier workload on their operational and support processes.

This was limiting their ability to invest in sales and marketing, product development and digital transformation.

What was needed was a tool that could better structure their support operations, but beyond that something that could also highly automate best-practice support workflows.

Solution

24×7 chose to implement Servicely’s workflow platform to structure and automate support processes.
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24×7 used Servicely’s capacity to self-learn how to perform common tasks, saving time and expense from having to program automations.

Results

Implementation of Servicely brought more structure, repeatability and efficiency to 24×7’s service workflows.

Improved reporting enabled better visibility into opportunities for further efficiency initiatives as well as customer experience improvement.

The structure provided by Servicely, along with the automations that Servicely automatically created and implemented, led to 24×7 being able to service more customer demand with fewer staff resources.

This allowed 24×7 to more aggressively address the growing market by tackling product innovation and sales opportunities.

“I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation.I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.”

- Michael Stuart

Director Technology

I still can’t believe how lucky we were to discover and switch to Servicely. When moving from our previous ITSM from a major provider, I didn’t think we’d be able to find a replacement for a reasonable price that had the same functionality - ability to handle our service catalogue, new user onboarding and offboarding and CMDB discovery integration. The team at Servicely not only achieved this goal, but got us setup in just 6 weeks.

Platforms Manager

Large Local Council Municipality

Servicely has been absolutely transformational for our customer service management. We were previously using a major tool that, despite the price tag, wasn’t capable of fulfilling our needs. We’ve been able to reduce our platform costs by 73% and service management costs by 40%, while increasing our level of service and gaining a new self-service portal for our customers.

GM of Technology

Telecommunications Service Provider serving 150,000+ customers

Working with Servicely to implement our new ITSM solution has been a resounding success, streamlining our processes and significantly enhancing our operational efficiency since moving on from our legacy on-prem solution. The introduction of the self-service portal has empowered our customers, making interactions more efficient and accessible, while the AI features have enabled our support team to proactively address issues with greater precision and speed.

Alem Ceric

Service Desk Leader

Hassell

I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation. I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.

Ian Parkin

CEO

24x7 Solutions

Servicely has enabled us to integrate all our significant enterprise services under one pane of glass. I was surprised and delighted to learn that we could apply the same speed, accuracy and user experience to our customer service processes as well.

VP IT Operations

Healthcare Provider with 350+ Sites & 4,000+ Employees

For us Servicely has been an excellent upgrade. With Servicely we can integrate into our environment and do service desk the way we want to do it, rather than getting locked into a rigid ecosystem.

Brian Levitt

CIO

Horzion House Aged Care

Overall Servicely has very good automation capabilities, and definitely serves the purpose for self-help. It is also much more cost-effective than other options we looked at. The implementation approach was very flexible. We had a very positive experience dealing with Servicely.

Max Wang

Head of Assurance and Service Management

Servicestream

Servicely was simple to integrate and effective from the get-go. It brought us a lot of efficiencies, and definitely helped us reduce costs. The Servicely team have been great, easy to work with, and super responsive.

Shawn Sellar

Head of Service Delivery

News Ltd Australia

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