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NNIT is reducing resolution time and agent workload with SupWiz Ticket Analyzer

 
Jakob Sassersen , Associate Vice President, NNIT

Jakob Sassersen,
Associate Vice President, NNIT

 

”SupWiz AI Platform has delivered operational, advanced AI to NNIT in record time. It means; using AI to generate business value in the support functions and IT operations is already happening.”

 
About NNIT   NNIT is one of Denmark’s leading consultancies in IT development, implementation and operations. NNIT’s service offerings include advising, building, implementing, managing and supporting IT solutions and operating IT systems for customers. NNIT has more than 3.000 employees and handles over 750.000 tickets annually in their ITSM system.

About NNIT

NNIT is one of Denmark’s leading consultancies in IT development, implementation and operations. NNIT’s service offerings include advising, building, implementing, managing and supporting IT solutions and operating IT systems for customers. NNIT has more than 3.000 employees and handles over 750.000 tickets annually in their ITSM system.

 
 

The challenge

NNIT receives more than 750.000 service and support tickets (requests) per year. About half of these need to be routed to specialist teams, of which there are over 300 to choose from. Some of the challenges are:

  • Analyzing and categorizing a ticket can require extensive knowledge of the organization

  • Selecting the right team for a ticket is very important in terms of resolution rate and time spent on a case

  • Ticket re-assignments negatively impact resolution time as well as customer and employee satisfaction

The SOLUTION

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SupWiz implemented Ticket Analyzer on the NNIT IT Service Management (ITSM) platform, including:

  • Ticket classification and routing

  • Automated metadata extraction.

  • On-premise due to data security and regulations.

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RESULTS

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SupWiz Ticket Analyzer has improved the ability to put a support request in the hands of the right people, the first time as well as:.

  • Saving resources and time,

  • Improving the customer satisfaction.

  • Assisting employees in standard tasks, freeing time to focus on delivering good service.

  • High employee satisfaction: 300+ service teams use the Ticket Tool 

  • Positive spin-off effects include Knowledge Management improvements

We see this collaboration as immensely valuable and are honoured to share this journey with SupWiz’ dream team of world-leading AI experts.
— Jakob Sassersen, Associate Vice President at NNIT
 
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24% reduction 49% reduction 20% reduction
in time-to-resolve in re-routing IN Re-assignment
OF TICKETS

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Ticket Analyzer in your company 

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