Case Study: Lancashire and South Cumbria Agency (LaSCA) achieves improved client communication and IT service reporting with TechExcel ServiceWise

Lancashire and South Cumbria Agency (LaSCA) - Customer Case Study

Lancashire and South Cumbria Agency (LaSCA), an NHS agency serving 10 Primary Care Trusts with over 200 staff, needed to replace an outdated and unmanageable help desk system. They were looking for a flexible, customizable solution with strong reporting and better ways to keep clients informed, and evaluated several options before choosing TechExcel and its ServiceWise product.

TechExcel implemented ServiceWise with a self-service portal, web conversations, email notifications, and support for complex requirements such as multi-tier alerts, OCS inventory integration, and multiple help desks. As a result, LaSCA met all its feature needs, improved communication with clients, and gained reporting across the IT department to measure ROI and track issue resolution times; a year later, the team rated TechExcel support 10/10 and the product 9/10.

Lancashire and South Cumbria Agency (LaSCA)

Mark Gannon

IT Manager