NEW YORK--(BUSINESS WIRE)--EasyVista Inc., a global leader in consumerized service management and SaaS Business Apps, today announces that Wireless Analytics, a leading MMS provider, is now able to automate 400,000 annual service actions with the help of EasyVista Service Manager and Service AppStore. Prior to an exhaustive 70-vendor ITSM search that included BMC Remedy, ServiceNow and Cherwell, it was clear that EasyVista’s IT Consumerization vision best fit Wireless Analytics’ intuitive, extensible and agile system requirements.
“When your phone stops working, suddenly nothing else matters,” states Jonathan Steele, Senior Manager of Technology at Wireless Analytics. “With EasyVista automating all of our ITSM roles and responsibilities, each Wireless Analytics help desk agent is able to support and manage 3,500 client mobile devices, a number expected to jump to almost 5,000 by the end of the year. The ratio of agents supporting devices is our definition of efficiency; it helps us to ensure we are ready to provide rapid-response support to almost any type of issue.”
When MMS Meets: IT Consumerization, IoT, Shadow IT and ITSM
With 10+ years in servicing the mobile infrastructure space, including 3 years of INC 5000 recognition, Wireless Analytics has established itself as a leading and innovative Managed Mobility Service (MMS) provider. With enterprise customers ranging from 300 to 25,000 wireless devices, all with unique service level requirements, Wireless Analytics relies upon EasyVista to automate and manage all of its wireless Service Management roles and responsibilities. Mobile customers are incredibly demanding, always on and always connected. As a managed service provider, contractual SLAs must be met or exceeded. Partnering with EasyVista, Wireless Analytics has been able to deliver on their commitments, efficiently and effectively:
- Automated all day-to-day customer support and lifecycle asset management through EasyVista Service Manager.
- Integrated SLA and KPI to provide customers with advanced reporting and visibility into support health.
- Decreased time to train from 2-3 months to 2-3 weeks and significantly shortened mean-time-to-resolution (MTTR).
- Improved average Time to Solve by 23%.
- Reduced VIP ticket processing time by over 50%.
- Ability to grow change management and project management efficiencies for both customers and in-house initiatives.
- Modern user-ready, one-click mobile access to any enterprise service with continued deployment and maturity of Service Apps solution.
“Partnering with Wireless Analytics has been a natural fit as they have supported enterprise mobility from the bag phone to the smart phone, and have seen firsthand how IT leaders have had to shift or be left behind,” stated Kevin Coppins, General Manager, Americas, at EasyVista. “CIOs are now the ‘Chief Service Providers’ for their organizations, embracing the changes brought on by mobility as well as the Internet of Things and Shadow IT as well.”
EasyVista Inc., a global leader in consumerized Service Management and SaaS Business Apps for the mid- to large-sized enterprise, has more than 25 years of experience as a pure player in the service management space. EasyVista designs and develops innovative Enterprise Apps Store solutions, empowering organizations with the technology to deliver a wide range of IT & non-IT services to their employees, suppliers or customers with the same ease of use as a consumer Apps Store (Apple, Google, etc.) The company has a direct presence around the world with offices in the US, Canada, France, Germany, UK, Italy, Spain and Portugal. EasyVista is quoted on NYSE Alternext exchange. For more information, visit www.easyvista.com and EV Mind blog. Follow @EasyVista.
About Wireless Analytics, LLC
Wireless Analytics makes mobility management easy and efficient. Since 2003, Wireless Analytics has helped enterprise customers decrease spend with their carriers, reduce internal IT support costs, enable employee productivity and achieve ROI through mobile technology. Our CLEAN Platform™ (Communications Lifecycle Expense Analytics), a cloud-based subscription application with high-touch support, empowers businesses through easy access to mobility expense reporting, mobility performance metrics, award-winning support and powerful online procurement, provisioning and asset tracking tools.