Case Study: NASA SEWP achieves streamlined, accountable multichannel support with Parature

Empowering Government Agencies by Connecting Them to Top IT Products and Services

NASA SEWP is NASA’s government-wide acquisition program that connects more than 12,000 government users to approved IT products and services from multiple vendors. As a liaison between agencies and providers, SEWP struggled with fragmented support channels—questions went into a “black hole,” phone and email were overwhelmed with repetitive requests, and the team lacked unified tracking, visibility and a real-time support channel.

SEWP implemented Parature’s cloud-based service desk (ticketing, live chat, knowledgebase and reporting) in about five weeks, centralizing all interactions and adding self-service and chat. As a result, every request is tracked end-to-end, recurring issues are spotted and addressed proactively, FAQs are deflected from phone/email, live chat delivers fast personalized help, and the support team operates far more efficiently and responsively.

NASA SEWP

Joanne Woytek

IV Program Manager, SEWP