Cognizant Technology uses cloud to drive help-desk efficiency

An IBM cloud solution helps one customer reduce ticket volume by 80 percent

Published on 4 Jun 2014

Jaideep Chatterjee, director of the Application Value Management Center of Excellence for EAS at Cognizant Technology Solutions Corp., is impressed with IBM SmartCloud Control Desk software. He says: “It’s extremely well built, it’s a certified product and it caters to all the business processes that are required when we cater to the application value management business.”

Jaideep Chatterjee, director of the Application Value Management Center of Excellence for EAS at Cognizant Technology Solutions Corp

Customer
Cognizant Technology

Industry
Computer Services

Deployment country
United States

Overview

As the director of the Application Value Management (AVM) Center of Excellence for Enterprise Application Services (EAS) at Cognizant Technology Solutions Corp., Jaideep Chatterjee says that AVM had become commoditized and competitive. With more than 1,000 customers in roughly 40 countries, Cognizant needed to stay ahead of competitors.

Business need
Jaideep Chatterjee, the director of the Application Value Management (AVM) Center of Excellence for Enterprise Application Services (EAS) at Cognizant Technology Solutions Corp., sought a robust, reliable and scalable AVM platform.

Solution
Chatterjee installed IBM® Smar tCloud® Control Desk software as the base platform for all AVM projects because it is designed for reliability and scalability.

Benefits
The solution shows an 80 percent reduction in help-desk ticket volumes, and the mean time to resolve tickets decreases by nearly 40 percent in various industry studies.

Components

IBM products and services that were used in this case study.

Software
IBM SmartCloud Control Desk

Solution
Cloud Computing

Legal information

ContactUs Case Studies on your mobile device

Join the Conversation



TwitterGoogle YouTube

Case Study resources