R E E K O N

Industry: Managed IT Services

Revenue: 30,000,000 Eur/Year

ITSM platform: IVANTI

Ticket volume: 30,000/year

Supporting language: LT/EN

Results

Decrease in average handling time

500%

Reached automation rate

96%

Decreased cost per ticket

90%

Agents time saved per year

27,192 h

A high-accuracy and performance ticket assignment and analysis solution to manage IT service workflow

Highlights

  • Autonomous ticket identification and assignment allowed the customer service to operate 24/7 and reduced the average handling time by 500%. A human operator is no longer required.

  • High average ticket assignment accuracy. Measured and continuously improved daily.

  • Continuous learning. Since the solution gets slammed by tons of new inbound emails every day, it needs to have a sophisticated mechanism for unsupervised learning.

  • Since our goal was to improve the language processing system in measurable iterations, quality feedback from IT Service Management admins themselves is very important.

  • Implemented a convenient feedback loop (an example scenario: 200 emails went in during the day, 20 of them were assigned incorrectly) that’s fully integrated within the IVANTI platform and communicates with the Reekon where all the text processing and analytics stay.

  • Regression prevention mechanism. As the accuracy of the platform’s results is measured with each iteration, we are able to automatically identify and prevent any downgrade scenarios and schedule the language models for extra training.

  • Flexible configuration of the models training – weights, ratios, prioritized keywords, and other parameters management. All within Reekon dashboard with real-time notifications and sophisticated analytics modules.

  • Implemented automated phone calls and SMS to inform agents or engineers about client issues 24/7. All according to the client’s configurable SLAs.

  • Full integration with the customer’s ITSM platform – IVANTI.

Intro

Successful stories like a great achievements – are inspired by big dreams. That is how Blue Bridge started their journey in Lithuania, 1993 and became one of the leading group of companies in Baltic states that provide comprehensive IT services and solutions to large companies and public organizations across Baltics.

Their areas of expertise include: cloud computing, IT managed services and maintenance, data transmission and cybersecurity, servers and data warehouses, and infrastructure management with minimal downtime and excellent on-demand support, delivered 24/7.

In 2010, Blue Bridge became a cloud computing pioneer in Lithuania as one of the first to start offering cloud computing services from their own data centre.

Company value responsibility, trust, openness to change, and always looking for ways how to improve their current services that would lead to the provision of the best in class services for their clients and partners (no wonder that Blue Bridge technical support centre was recognized as the best in the Baltic countries and achieved a higher clients satisfaction rating than those of the Global or European IT sector).

The challenge

To manage the ongoing IT operations and provide excellent support services for existing B2B customers, Blue Bridge is using software called – IVANTI which consists of many integrated models and covers the best ITIL practices. However, apart from highly customized models the existing IT Service Management systems still lack automation solutions that would be capable to manage the daily customer service tasks including in-depth ticket analysis, problem identification, assignment to the relevant teams or engineers, and support them 24/7 without the necessity of the human interaction.

Since one of the Blue Bridge key objectives is to minimize any downtime risks and provide extraordinary IT infrastructure support, reducing operational costs and improving response and solution time are also very important factors, thus Blue Bridge has chosen us to introduce a high-accuracy and performance ticket assignment and analysis solution to manage IT service workflow.

Our specialization in ML and NLP helped us complete this challenging objective. The primary objective of the solution was to reduce operational costs.

Execution

In collaboration with Blue Bridge staff, our first goal was to complete a statistical analysis of recurring key phrases which are the most relevant in each team’s services. As a joint effort, both parties have conducted a throughout analysis of the existing customer tickets and their content. Specialization terms and attributes for every possible combination of teams and services have also been identified and implemented.

Apart from continuous improvement of the Machine learning language models, our task was also to address complex business rules, structurize all the available data inside and outside of the IVANTI platform, and consequently, implement models which can adapt to ever-changing organizational structure and various conditions controlled by IT Service Management administrators.

Results

Our autonomous ITSM ticket assignment solution has proven to be very beneficial for increasing the efficiency of Blue Bridge IT Customer Support – increasing both response and resolution time, plus, automating different ITSM workflows day and night with high accuracy service.

Ready to start achieving results with Reekon?

© 2021 Reekon, LLC. All rights reserved.

Contacts

Email: hello@reekon.net

📍 6 Snow Hill, Farringdon, London,
EC1A 2AY, United Kingdom

📍 Švitrigailos st. 11B, Vilnius,
01130, Lithuania

Partners

© 2020 Reekon, LLC. All rights reserved.

Contact Us

Email: hello@reekon.net

📍 6 Snow Hill, Farringdon, London, EC1A 2AY, United Kingdom

📍 Švitrigailos g. 11B, Vilnius, 01130, Lithuania

© 2020 Reekon, LLC.
All rights reserved.

Contact Us

Email: hello@reekon.net

📍 6 Snow Hill, Farringdon,
London, EC1A 2AY,
United Kingdom

📍 Švitrigailos g. 11B, Vilnius,
01130, Lithuania