Case Study: Chegg achieves 99.6% faster time-to-resolution with Lumos

Chegg cuts TTR by 99.6% with Lumos

Chegg, an education technology company, faced the challenge of creating a culture of self-service for its 2,500+ employees. Its manual IT processes in ServiceNow were straining resources, taking days to fulfill access requests, and hindering compliance. The company partnered with Lumos to automate provisioning and enable self-service.

Lumos implemented its Self-Service AppStore, which allowed employees to request applications directly through Slack. This solution removed IT as the middleman by delegating approvals to managers while maintaining a secure, compliant framework with full audit trails. As a result, Lumos automatically resolved 25% of Chegg’s overall IT ticket volume and reduced the time-to-resolution (TTR) by 99.6%, enabling access in under a minute.

Chegg