The business challenge that led the profiled company to evaluate and ultimately select Cherwell Service Management:
- Used HP Service Manager prior to Cherwell.
The key features and functionalities of Cherwell Service Management that the surveyed company uses:
- Replaced their previous ITSM tool for the following reasons:
- They adopted a new ITSM process that required a new ITSM tool
- The time and cost of upgrading the old ITSM tool was too high
- Their old tool failed to deliver the expected benefits
The surveyed company achieved the following results with Cherwell Service Management:
- After switching to Cherwell Service Management they saved 75% of the resources used for preparing for and implementing an upgrade compared to their previous ITSM solution.
- After switching to Cherwell Service Management, they improved customer satisfaction by 25% compared to their previous ITSM solution.