Case Study: Premier, Inc. streamlines IT service management with TechExcel ServiceWise

Premier - Customer Case Study

Premier, Inc. needed to replace an outdated help desk approach and quickly launch a centralized service desk that could consolidate and automate IT processes across the business. Working under a tight three-month deadline, Premier evaluated several options and chose TechExcel’s ServiceWise over Remedy and Siebel to support incident, problem, change, asset, self-service, and workflow management needs.

TechExcel implemented ServiceWise, configured it to automate complex workflows, and helped Premier migrate knowledge data, train staff, and go live on schedule. The results were strong: Premier fully implemented and customized five business processes in three months, portal ticket submissions grew from 1,319 in the first month to 2,728 a year later, and customer satisfaction reached 99% by fiscal year-end.

Premier, Inc.

Carrie Letorney

Project Manager