Outstanding customer service is a core feature of Openet's Comprehensive Operational Support and Consultancy Services so it is essential that every request for service or project is properly managed through to completion. Openet's service management system ensures that clients are kept informed about case progress, any team member can pick up a case if another team member is unavailable, detailed records of service delivery are kept and that nothing 'slips through the cracks'.
Openet's existing service management application has given reasonable service for the past 6 or 7 years, however, several opportunities for improvement have been identified and an upgrade was deemed necessary. An internal project was started in 2012 to identify a suitable replacement.
Experience gained by using the existing application allowed Openet to clearly define the requirements of a new platform and the additional features needed to improve efficiency and service delivery. An exhaustive evaluation of available products has been undertaken resulting in the selection the Cherwell IT Service Management Platform. The platform will be supplied by Service Quality who will provide implementation, customisation and training services.
"The Cherwell platform is not widely known in Australia but we are confident that it's a good fit for our business and our clients. Our $150,000 investment will ensure that we continue to deliver the level of service expected by our clients" says Andrew Monteiro, Openet's Managing Director.
Openet will commence implementation of the new service management platform in mid July following an agressive implementation plan that aims to have the platform operational in approximately six weeks. The platform will be provisioned on-premise to give full control over client records and ease integration with other monitoring and control systems.