Industry: Managed IT Services
Revenue: 30,000,000 Eur/Year
ITSM platform: IVANTI
Ticket volume: 30,000/year
Supporting language: LT/EN
Decrease in average handling time
Reached automation rate
Decreased cost per ticket
Agents time saved per year
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).
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.
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.
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.