Case Study: Wireless Analytics achieves 23% faster ticket resolution and scalable mobile-device support with EasyVista

With the help of EasyVista, Wireless Analytics can keep up with the consumerization and ‘Uberifcation’ of IT

Wireless Analytics, a managed mobility services provider supporting enterprise customers with hundreds to tens of thousands of devices, faced rising complexity as its customer base grew. Its homegrown help desk couldn’t scale to handle unique SLAs, lacked integrations, created “swivel-chair” workflows between systems, and made onboarding slow—hindering response times and overall support efficiency.

After evaluating more than 70 platforms, Wireless Analytics selected EasyVista to automate and centralize ITSM, integrate via web services, and consolidate ticketing and knowledge workflows. The deployment removed multi-system juggling, cut training from 2–3 months to 2–3 weeks, improved time-to-solve by 23%, reduced VIP ticket processing by over 50%, and enabled each agent to support roughly 3,500 (projected ~5,000) devices while delivering faster, more consistent customer service.

Wireless Analytics

Jonathan Steele

Senior Manager of Technology