Case Study: One Touch Direct achieves rapid, scalable ITSM deployment and unified support with EasyVista

Innovation, quality performance, integrity and teamwork

One Touch Direct (OTD) is a North American call‑center and direct‑marketing services provider with more than 2,000 employees offering multilingual, multi‑channel IT service desk and consumer electronics support. When a large insurance client engaged OTD in 2011, OTD needed an ITIL‑verified, flexible and cost‑effective ITSM platform that could scale with the business and unify first‑line (OTD) and second/third‑line (insurer) support workflows while providing knowledge management, self‑service, reporting and dashboards.

OTD selected EasyVista’s SaaS ITSM to deliver incident, request, problem, change, asset, CMDB and service‑catalog capabilities and rolled it out in phases. The phased implementation went from purchase to production in under two months, enabled client self‑configuration after training, and established a strategic partnership that improved communication, streamlined support delivery and met the client’s scalability and cost objectives.

One Touch Direct

Scott McKinley

VP of Technical Support and Business Development