Case Study: Hunter Industries improves HR case management and first-call resolution with Beyond20

Hunter Industries - Customer Case Study

Hunter Industries, a company based in San Marcos, faced challenges with visibility and efficiency in handling incident requests due to a lack of a structured HR Management System. They experienced difficulties tracking objects and defining critical workflows and security protocols. To address this, they partnered with vendor Beyond20 to enhance their existing Cherwell Service Management system.

Beyond20 implemented a solution by adding comprehensive HR Case capabilities, including new objects, portal pages, workflows, and security. This resulted in immediate improvements for Hunter's service desk, which minimized SLA breaches and maintained an 80% first-call resolution rate for incidents and requests.

Hunter Industries