Challenges Faced by RunMyProcess global service desk

RunMyProcess’s global service desk infrastructure is based on the communication between the centralized domain experts located in the main global service desk offices and the regional staff of the service desk global delivery centers. Tracking the ticket status between the delivery centers was difficult due to the use of different ticket management systems in each of the centers. The lack of an integration solution between the local and global service desks resulted in time delays, manual transfer of information, and high costs. Additionally, the decentralized support system was not adapted to the evolving needs of RunMyProcess and its customers.

Global service desk Solutions from RunMyProcess

Ak Digital selected RunMyProcess DigitalSuite to implement an integration solution that maximizes the transparency and agility of the incident handling process. The application, which is fully integrated with the different service desk systems, manages the ticket transfer between the service desks and the global expert resolver teams. The ticket status is available at all times via the system’s dashboard, ensuring full transparency of the process. The initial solution was developed in just two months with no visible change to the user interface since its introduction.

“Thanks to this solution, we have globalized the support provided from our local, regional, and global service desks and now can pass information seamlessly across RunMyProcess.”

- Noel Butcher, Product Director, RunMyProcess global service management tooling