Kinetic Data

Customer Stories

In these service management case studies, customers share their real-world stories of how our enterprise request management (ERM) software helped them reduce costs, speed approvals, accelerate service delivery, improve accuracy, and delight their employees.


Schneider Electric

Overview: Improve employee satisfaction with its global IT organization by making it faster and easier to get problems fixed; shift service requests from phone calls to the Web; and reduce internal service delivery costs.

Solution: Kinetic Request portal and Kinetic Task automation engine

Results:

  • On track for $1.4 million in annual savings by shifting incident reports from phone to Web.
  • Cut portal load time in half.
  • Pared down request submission time up to 80 percent.
  • Reduced the number of operation support tickets by 54 percent for the ITSM admin team.

Schneider Electric Delivers Smarter Request Management for Employee Services (pdf)


Queens Library

Overview: Provide faster and more reliable services to employees and reduce fulfillment costs by replacing cumbersome paper-based processes.

Solution: Kinetic Request portal and Kinetic Task automation engine

Results:

  • Saved $120,000 in IT labor costs over three years.
  • Decreased submission request time from one day to one minute.
  • Cut request completion time from four to five days to one day.
  • Increased accuracy of user account requests from 75 percent to 98 percent.
  • Reduced average request approval time from four days to three hours.
  • Improved overall employee satisfaction with IT rating from 80 percent to 95 percent.

Queens Library Writes the Book on Enterprise Request Management (pdf)


Advanced Technology Services - ATS

Overview: Replace manual new customer onboarding with automated processes to reduce costs and accelerate time to value.

Solution: Kinetic Request portal and Kinetic Task automation engine

Results:

  • Automated 80% of the onboarding process by building 22 standard service templates based on common customer needs.
  • Reduced the time and cost to onboard a new customer by 90%.
  • Developed process to implement a new customer onboarding portal in just a few hours instead of 4-5 business days.

ATS Automates New Customer Onboarding with Kinetic Data (pdf)


Advanced Technology Services - ATS

Overview: Simplify the IT service request process to speed service delivery and improve the customer experience.

Solution: Kinetic Request portal and Kinetic Task automation engine

Results:

  • Reduced the time required for users to submit service requests by 80%.
  • Eliminated 95% of manual IT effort through process and approval automation.
  • Achieved 98.9% accuracy in routing requests and incidents to the right service group the first time, virtually eliminating misrouted tickets.
  • Increased customer satisfaction rating to 93%, with further improvement ongoing.

ATS Customer Satisfaction Soars with Request Process Automation from Kinetic Data (pdf)


Fairfax County Public Schools

Overview: Provide a fast, easy way for busy teachers to request IT services and to accelerate the resolution of IT support issues.

Solution: Kinetic Request portal and Kinetic Task automation engine

Results:

  • Cut IT service fulfillment time in half by eliminating the need for phone or email follow-up.
  • Doubled the number of services offered through the IT service catalog.
  • Cut approval time from days to minutes by moving paper-based approval processes online.
  • Named a finalist for 2012 Excellence.gov Award for “effective, efficient and innovative solutions in government.”

Fairfax County Public Schools Dramatically Improves Service Quality and Cuts Approval Time with Help from Kinetic Data (pdf)


Nordstrom

Overview: Improve the employee experience with IT by providing an intuitive self-service portal for reporting issues and requesting services—from simple to complex—and by accelerating service delivery.

Solution: Kinetic Request portal and Kinetic Task automation engine

Results:

  • Created all forms within 90 days, versus 18 months previously.
  • Cut by 50 percent the time required to produce new self-service Web forms.
  • Enabled changes to forms to be made in minutes, versus up to an hour.
  • Reduced fulfillment time by 50 percent.

Kinetic Data Delivers the Service Request Quality and Speed Improvements Nordstrom Was Shopping For (pdf)


CareTech Solutions

Overview: Lots of people are talking about improving quality and reducing costs in healthcare. CareTech Solutions--a provider of outsourced IT services for hospitals--is doing something about it. Watch this short video to learn how moving to online self-service for technology requests and issue reporting with Kinetic Request led to cost avoidance and productivity gains of $4.7 million in one year.

The Intersection of IT Outsourcing and Healthcare: How CareTech Solutions Achieved Top 20 Best in KLAS Awards Distinction (37:23)

Karl Graham, Senior Director of Customer Support, CareTech Solutions discusses how CareTech Solutions, an information technology (IT) services provider for hospitals automates their service request management system and grows their business and delivers best in KLAS with Kinetic Data's Multi-Tenant Suite.

CareTech Heals Itself and Client, Continuum Health Partners, of Frustrating Delays and Unnecessary Costs in Service Request Management (pdf)