ITSP improves customer service by 17%; reduces costs by 26%

With 100 business technology professionals on staff, Systems Engineering needs a streamlined way to coordinate, plan and execute its service delivery. Steve Buyze, Customer Service Manager, talks about how Autotask has given them access to the data they need to make intelligent decisions, allowed them to share reports with customers to ensure accountability and use Autotask’s workflow rules, SLAs and contracts all working together to drive efficiency for the operation.  This has led to solid ROI, including a recent example, given by Buyze, “We implemented a rapid response team to ensure we were meeting the needs of our most critical customers to the business. Using historical data captured in Autotask we were able to anticipate customer needs and improve completion expectations by 17% as well as lower our costs by 26%.” Find out more about Systems Engineering at