TechValidate Research on Cherwell Service Management


Cherwell Service Management Case Study

Medium Enterprise Insurance Company

Introduction

This case study of a medium enterprise insurance 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.

“In searching for a new solution, we considered several factors: UI and back-end flexibility, non-development configuration/coding and administration up-keep. Cherwell had the best options.”

Challenges

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

  • Used ServiceNow 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 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 decreased the amount of time spent on customizations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved their IT productivity by 50% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 70% compared to their previous ITSM solution.




About This Data

This data was sourced directly from verified users of Cherwell Service Management by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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