An American Tech Company

With operations in 40 states plus 100 countries worldwide, this $17B, American tech company is one of the world’s preferred sources for highly customized design, integration and certification of mission subsystems and interiors for VIP/Head-of-State aircraft.  The company delivers integrated solutions for the global ISR market and provide modernization, upgrade, sustainment, and maintenance and logistics support for a wide variety of aircraft and ground systems for military, government, and commercial customers.

During our nearly 10-year partnership with our customer, Bell Techlogix has worked collaboratively to develop solutions to ensure compliance with stringent audit requirements and design an innovative 24x7x365 global Service Desk to significantly improve quality of service for all users. Additionally, Bell Techlogix consolidated 27 disparate ITSM systems into one On-Prem, highly secure ServiceNow instance.

Bell Techlogix is highly experienced in working with our clients during mergers and acquisitions.  When our client announced the merger with another leader in their industry, company leadership turned to us to consult and design a solution to standardize the ITSM tool, Tier 1 & Tier 2 processes and procedures and Service Desk support across both global organizations. Since the merger, our Service Desk has supported countless projects that have centered around the standardization including, building and maintaining a Knowledge Base for COTS and proprietary applications, as well as supporting a companywide migration to Office 365 supported via ServiceNow.

70 percent resolution rate

Our Service Desk resolves over 70 percent of all tickets that come through our channels of support, which means user productivity is restored faster. We continue to drive first-tier resolution rates higher – providing a great value to the customer by resolving user issues and needs at the time of contact, giving time back to employees and reducing the need for resources at higher levels of support.

95 percent customer satisfaction

We survey users monthly for feedback on their Service Desk experience. Average results are consistently 4.75+ out of 5.