Case Study: Cherrylabs achieves centralized, ITIL-compliant service management and faster customer support with NetIQ Service Desk

Cherrylabs - Customer Case Study

Cherrylabs, a Bangalore-based provider of cloud, software engineering and application load‑testing services, needed to strengthen customer loyalty by delivering reliable, round‑the‑clock monitoring and fast issue resolution. Its existing service-management platform lacked integrated monitoring and resolution capabilities, risking SLA breaches, inefficient internal processes and potential customer churn.

Cherrylabs deployed Micro Focus Service Desk, an ITIL‑aligned, browser‑based solution that centralizes ticketing, knowledge and integrations with asset and third‑party tools. The rollout enabled rapid, days‑long onboarding of new customers, on‑the‑fly customizations, faster access to information and a quick ROI, resulting in smarter, more streamlined service management and improved customer satisfaction and retention.

Cherrylabs

Shanmugam P.

Principal Consultant