Case Study: LexisNexis achieves an 88% turnaround rate and faster SLA delivery with Adobe Workfront

LexisNexis Speeds Up Their Turnaround with AtTask Enterprise Work Cloud

LexisNexis’ Custom Web Visibility Group — a 120-person, agency-style team with an outsourced development arm in India — struggled to manage hundreds of daily website requests using a homegrown tracking system and spreadsheets. Management lacked global visibility into queues, due dates and resource allocation, and the group’s turnaround rate lagged at 68%.

In July 2010 the team implemented AtTask Enterprise Work Cloud and reorganized into a queue-based workflow, using AtTask as the primary ticketing system and to generate real-time reports. Better visibility and the ability to shift work overnight to the India team streamlined QA and operations, boosting the turnaround rate to 88% and enabling most projects to be completed within 24 hours despite a 48-hour SLA.

LexisNexis

Frank Grippo

Director of Web Services