Case Study: Cardno achieves 25-30% faster ticket resolution and nearly 20% higher customer satisfaction with EasyVista

Cardno helps its 6,500 engineers and builders worldwide operate at peak performance with exceptional IT Service and Support

Cardno, a 75-year-old Australia-based engineering and infrastructure firm with 6,500 people across 100 countries, needed better IT service and support to keep field engineers productive and billable. Their legacy Microsoft System Center Service Manager setup lacked modern mobile self-service, flexible configuration and global reporting, which slowed resolutions and required frequent consultant help.

In May 2015 Cardno implemented EasyVista, gaining a mobile-friendly self-service portal, codeless configuration (with 400+ wizards), unified SaaS reporting and improved internal workflow management. The move increased customer satisfaction by nearly 20%, accelerated ticket resolution by 25–30%, improved knowledge sharing and reduced professional services costs by about $40,000 per year.

Cardno

Mike Madden

IT Service Delivery Manager