Case Study: Innodata achieves a 10% reduction in ticket escalations with Symphony SUMMIT Service Management

SUMMIT Service Management helps Innodata Reduce Ticket Escalations

Innodata, a global digital services and solutions company with ~5,000 employees across 8 countries, was experiencing rising employee escalations and slow ticket resolution in its global technology department. Lack of transparency in responsibility, tickets stuck at multiple levels, difficulty aligning SLAs across time zones, and a cumbersome escalation-matrix change process were reducing employee satisfaction and draining IT resources.

After evaluating options, Innodata implemented SUMMIT Service Management for its ease of use and administration; internal staff were quickly trained to manage the system. SUMMIT improved SLA management across time zones, streamlined workflows, and cut ticket escalations by about 10%, leading to faster resolutions, increased productivity, and broader adoption across other internal departments (HR already rolled out; Finance and Admin next).

Innodata

Prince Thakur

CIO, Innodata