IT MANAGED SERVICES & SOLUTIONS

Client Success Story

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.

1
Employees
1
Number of devices
1+
Years as a client

Challenges

  • Required a domestic, U.S.-based Service Provider to meet regulatory requirements, including ITAR and export control requirements

  • Required a company able to scale with their growth

  • Needed to improve employee experience and quality of support

Solution: Service Desk & ServiceNow

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.

Results

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.

Chat with an expert from Bell Techlogix to discuss your business needs.

Schedule Now

Looking for IT efficiencies & cost savings?

Contact Us
  • This field is for validation purposes and should be left unchanged.

We will respond to your request within 3 business days.
4400 W. 96th Street,
Indianapolis, IN 46268

866-782-2355

Bell Techlogix is a leading information technology managed services and solutions company focused on global government and mid-market enterprises, as well as educational institutions. 

Service areas include Digital Workplace Services, Cloud & Infrastructure, Cybersecurity, ServiceNow, Transformation Projects, and Application Services

Bell Techlogix is a ServiceNow Premier Partner, Cisco Premier Partner, Dell/EMC Platinum Partner, NICE Business Partner, Microsoft Gold Certified Partner, among many other partnerships.

© Copyright Bell Techlogix, Inc. All rights reserved.