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Debenhams reduces IT help desk costs by 25 per cent.

Debenhams has reduced IT operating costs on its’ Service Desk by 25 per cent and improved customer service after deploying CA Service Desk Manager. As well… View Article

RETAIL SOLUTIONS

Debenhams reduces IT help desk costs by 25 per cent.

Debenhams has reduced IT operating costs on its’ Service Desk by 25 per cent and improved customer service after deploying CA Service Desk Manager.

As well as freeing up staff time to concentrate on serving customers, the CA solution is streamlining group operations by automating core business support processes and aligning IT service delivery with ITIL best practice.
CA Service Desk Manager is used by 220 Debenhams IT staff on a daily basis to handle an average of 1,400 incidents a week, with the result that 15 per cent of all incidents logged via the new web-based portal are now resolved without human intervention. Up to 35 per cent of all IT issues are currently logged via the system and 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.”
CA UK & Ireland Senior Vice President and General Manager Chris Miller said: “Organisational efficiency is a pre-requisite to operating successfully in today’s challenging business environment. By taking a strategic approach to IT across the organisation and embracing ITIL, it is possible to significantly reduce costs and enhance efficiency by creating a centralised IT infrastructure and a leaner operating environment. Debenhams has implemented important IT system changes, including the service desk function, to great effect.”

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