5 min read

NST IT Services consolidated legacy systems and reduced revenue losses with Servicely

Since 1979, NST IT Services has provided IT managed services to the Australian and New Zealand markets.

About Customer

Since 1979, NST IT Services has provided IT managed services to the Australian and New Zealand markets.

The Challenge

NST IT was using multiple legacy systems that were hampering service agent efforts to identify the root causes of incidents and communicate to the wider business about related incidents. Customer service levels were slipping, with a lack of visibility of system changes leading to downtime, and users unable to fulfil their requests. Services took too long to get into production. Worse, when services were cancelled, in many cases the associated third-party subscriptions were not cancelled concurrently.

Solution

NST needed a single integrated platform through which they had full visibility. We helped them to deploy the Servicely ITIL process suite that enabled them to manage all areas of the ITIL process including Incident, Request, Problem, Change, Contract, Time and Project Management.

With Servicely, now NST not only has better control over basic ITIL processes but also, they are taking advantage of life cycle tracking to ensure they reduce revenue leakage. Orders are captured and then billed in a timelier manner with invoices showing the correct line items. Servicely gives service agents all the information about billing cycles and renewal dates, and all orders are tracked from order to delivery. In addition, Servicely enables quality tracking of dependencies between ordered services, and the required infrastructure and third-party services. Dependency tracking has enabled the NST team to better plan and manage dependencies across teams and orders and track the state and schedule of dependencies. Critically, the team can identify any risks to ordering sand deliveries due to reliance on third-party dependencies.

Results

NST teams now experience less downtime, with superior management of changes and problems. Better billing and tracking processes have meant less revenue leakage and increased profits due to improved cost control and visibility.

What's Next?
Having learned the benefits of Servicely AI-powered services management, NST intends to roll out Servicely across the business for functions such as CRM, accounting and sales workflows as well as automating processes for Office365 and Azure. The company is in now a stronger position with more robust ordering and billing tracking. NST expect continued cost reductions and improved service quality as they implement Servicely throughout their business.

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

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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

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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

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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.

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