Benefits and Outcome
Provance IT Service Management powered by Microsoft Dynamics CRM has provided ENA a centralized location for both internal and external service desk, a central platform for additional in-house application development and a great traditional CRM solution for the sales and marketing team.
Since implementing Provance IT Service Management & Dynamics CRM, ENA has been able to provide enhanced SLA functionality ensuring support commitments are met, increase visibility into common issues, and ensure that records are monitored and escalated when breached.
Implementation of a solution based on the ITIL framework has enabled ENA to respond faster, to understand issues, and identify areas of improvement in order to deliver an even better customer experience.
Configuration items can be stored within the system and referenced via any record type such as incident, service requests, changes, problems, kb articles, events, and releases.
Communication with customers has improved as a result of the automatic email functionality and unique references. ENA can now send personalized email updates on status of tickets and resolutions easily and directly through CRM.
Custom built Provance IT Service Management dashboards have helped ENA analyze their weekly support calls and improve service where needed.