Case Study: First American achieves faster, easier-to-manage help desk operations with TechExcel ServiceWise

First American - Customer Case Study

First American, a large banking and finance organization with 31,000+ employees, needed to replace its slow, costly help desk system after poor performance, difficult reporting, and an unresponsive vendor made it hard for managers and support staff to use. The company also needed a simpler, lower-maintenance solution that would support nontechnical users without requiring technical skills. TechExcel’s ServiceWise was selected as the replacement platform.

TechExcel implemented ServiceWise with an employee portal, reporting and analytics, and highly configurable workflows that integrated with existing systems and reduced manual work. The results were substantial: First American saved 330 support hours per month, cut annual maintenance costs by 84%, reduced new hardware and software license costs by over $2 million, and lowered the number of help desk administrators by 75%. The system also improved stability and upgradeability, helping First American stay on schedule and within budget.

First American

Dennis Gartin

Senior Vice President of Web Development and Business Application Support