Case Study: ENA improves service delivery and customer communication with Provance IT Service Management and Microsoft Dynamics 365

ENA manages large scale ITSM with Provance IT Service Management and Microsoft Dynamics 365 with the help of AlfaPeople

Education Networks of America (ENA), a U.S.-based education services provider supporting school systems and libraries across 32 states, needed a single platform to handle IT service management, sales and marketing, and future application growth. Provance, working through its partner AlfaPeople, helped ENA move away from BMC Remedy and Salesforce by introducing Microsoft Dynamics 365 with Provance IT Service Management.

Provance implemented a centralized ITSM and CRM solution on Microsoft Dynamics 365, tailored to ENA’s service catalogue, SLA, reporting, and customer-focused processes. The new platform improved SLA tracking, increased visibility into common issues, strengthened escalation management, and enabled faster response and better customer communication through automated emails and unique ticket references. ENA also gained custom dashboards to analyze weekly support calls and improve service delivery.

ENA