Debenhams has cut the costs of running its IT helpdesk by 25% with the deployment of a service management system that has allowed it to automate some processes.
It has introduced CA Service Desk Manager to the helpdesk, which sees 220 IT staff handle a round 1400 calls a week, including from its 153 stores.
Around 35% of problems are now being logged via the new web-based portal, and 15% of these are resolved without human intervention. Debenhams plans to drive adoption of the self-service helpdesk across the organisation.
Debenhams Service Support Manager Jason Lovegrove said: “All our staff depend on IT on a daily basis, meaning it is imperative that we are able to offer a strong IT-support service across our store network. The decision to automate service desk infrastructure has reduced costs by 25 per cent and allowed us to offer an improved level of customer service; as well as to create a streamlined, centralised IT service desk function in line with ITIL best practice.”