Aspen solutions uses Atera as a force multiplier to resolve customer issues faster
公司规模
200-1,000
地区
- Europe
国家
- United Kingdom
产品
- Atera
技术栈
- AI auto-tagging
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 分析与建模 - 预测分析
- 平台即服务 (PaaS) - 设备管理平台
适用行业
- Professional Service
- Software
适用功能
- 商业运营
- 现场服务
用例
- 预测性维护
- 远程资产管理
服务
- 软件设计与工程服务
- 系统集成
关于客户
Aspen Solutions is a Scotland-based company that provides end-to-end business solutions, including hardware and software implementations and services. They pride themselves on being a customer-centric company by providing high-quality, in-house-like IT services to their clients.
挑战
The growth in their headcount and clientele, plus the need to keep up with evolving technology and provide hybrid work options, had Aspen facing challenges with scattered communication, low visibility into their technicians' work, and difficulties quantifying productivity. To improve their processes and boost customer satisfaction, they chose Atera as their IT management platform. Atera enables technicians to collaborate on tickets, report specific issues, and use IT specific resources to log, analyze, and resolve issues together. Atera acts as the glue between Aspen's technicians and eliminates redundant work among technicians at all levels.
解决方案
As a result, the entire workforce of Aspen Solutions is synced, and a once predominantly reactive team has become proactive, allowing them to close more tickets than ever before. Aspen's use of Atera has allowed them to scale their business, improve collaboration and productivity, and, most importantly, provide stellar customer service. With the enhanced visibility that comes with Atera, it has opened sales opportunities for Aspen who can see what problems are happening, feedback to sales, who can propose new projects or on-the-spot solutions for their customers.
运营影响
数量效益
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