Help Desk White Papers
Seagate Improves Service Efficiencies and Drives Six Sigma Improvements With Remedy
Overview Seagate Technology is the worldwide leader in the design, manufacturing, and marketing of hard disc drives for enterprise, PC, and consumer electronics applications. Previously, throughout Seagate's IT group, managers needed more information to help identify inefficiencies and improve underlying processes. IT wanted to consolidate functions and data to create a single place where users could go for all IT services. Seagate rolled out Remedy Help Desk to the 350 tier 1 and 2 support analysts who support Seagate's 44,000 employees, fielding up to 7,000 calls each month. As a result, calls are now routed automatically to the representative who can best address the issue.
| Publisher | BMC Software | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | October 2004 | Downloads | 4 |
| Format | Case Studies | ||
| Topics | |||
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