Case Study: HGS streamlines IT services and improves CSAT with SymphonyAI

A global leader in business process management counts

HGS, a global leader in business process management, needed a better way to unify IT services across multiple geographies, eliminate siloed tools, simplify employee onboarding and offboarding, and improve low internal CSAT scores. SymphonyAI, using its IT service management, IT operations management, and asset management capabilities, provided a more integrated approach to managing IT services and employee workflows.

With SymphonyAI, HGS brought data from different regions and systems into a single dashboard, automated onboarding and asset processes, and improved service availability and compliance. The result was streamlined IT services, faster and more efficient operations, and a major rise in employee satisfaction, with HGS’s IT organization reaching a CSAT score of 5.75 and ranking among the company’s top three scores.

HGS