TechValidate Research on Cherwell Service Management

These pages present data that TechValidate has sourced via direct research with verified customers and users of Cherwell Service Management. TechValidate stands behind the authenticity of all published data. Learn more »



2,425 Customers Surveyed

16,970 Data Points Collected

192 Published TechFacts

16 Published Charts

95 Published Case Studies



Selected Research Highlights


Cherwell Service Management Case Study

Small Business Industrial Manufacturing Company

Introduction

This case study of a small business industrial manufacturing company is based on a January 2017 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Cherwell has provided the ability to better track issues, resolutions, etc. We’re presently deploying Cherwell to other enterprise areas.”

Challenges

The business challenge that led the profiled company to evaluate and ultimately select Cherwell Service Management:

  • Used Outlook prior to Cherwell.

Use Case

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
    • Enterprise service management required a new tool
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility
    • Lack of reporting capability with old method.

Results

The surveyed company achieved the following results with Cherwell Service Management:

  • After switching to Cherwell Service Management, they improved their IT productivity by 100% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 100% compared to their previous ITSM solution.

A Vice President of a medium enterprise financial services company is very likely to recommend Cherwell Service Management for the following reason:

I already have recommended Cherwell Service Management to others. We use Cherwell Service Management in our Accounting Operations department as well as IT. It has been a game changer for us.

Cherwell Service Management Customer Research

Service Desk Flexibility

Why did your organization replace your previous ITSM tool?

Old tool lacked flexibility
53%
Old tool failed to deliver the expected benefits
40%
New ITSM process adoption required a new ITSM tool
26%
The time and cost of upgrading the old ITSM tool were too high
26%
Enterprise service management required a new tool
20%
ITSM tool was too customized to work properly or to upgrade
19%
Dissatisfaction with vendor support and/or relationship
18%

Cherwell Service Management Customer Testimonial

Better Understanding

The ease of use and flexibility of Cherwell has enabled us to implement new, more stringent processes. The greater analysis and reporting facilities enable us to get a better understand our situation.

IT Specialist, Large Enterprise Health Care Company

Cherwell Service Management Case Study

S&P 500 Electronics Company

Introduction

This case study of an S&P 500 electronics company is based on a January 2017 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“It was much easier to educate people on how to use Cherwell Service Management than our previous solution and the Change Management process takes less time to create and follow.”

Challenges

The business challenge that led the profiled company to evaluate and ultimately select Cherwell Service Management:

  • Used HP Service Manager prior to Cherwell.

Use Case

The key feature and functionality of Cherwell Service Management that the surveyed company uses:

  • Replaced their previous ITSM tool for the following reason:
    • The time and cost of upgrading the old ITSM tool was too high

Results

The surveyed company achieved the following results with Cherwell Service Management:

  • After switching to Cherwell Service Management they saved 30% on licensing costs compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they decreased the amount of time spent on customizations by 50% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the number of resources spent on third-party integrations by 100% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the number of resources spent on configurations by 30% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 80% 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 their IT productivity by 40% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 80% compared to their previous ITSM solution.

Cherwell Service Management Customer Research

Shifting Left Improves Customer Satisfaction and First Contact Resolution

Which results were achieved with your Shift Left Approach?

Improved Customer Satisfaction
59%
Improved First Contact Resolution
55%
Reduced Ticket Handling Times
53%
Decreased Mean Time To Resolution
44%
Improved Change Management Success Rates
17%
Reduced Ticket Volume
16%
Reduced Self-Inflicted Outages (Due to Managing Change)
13%


More to Explore



About Cherwell Service Management

Cherwell Service Managementâ„¢ is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades.

Cherwell Service Management Website   Cherwell Software Website