Freshworks > 实例探究 > Katz Media Group 通过 Freshworks 的 Freshservice 增强 ITSM

Katz Media Group 通过 Freshworks 的 Freshservice 增强 ITSM

技术

应用基础设施与中间件 - 中间件、SDK 和库
网络与连接 - 射频识别

适用行业

消费品
电信

适用功能

设施管理
质量保证

用例

边缘计算与边缘智能
库存管理

服务

系统集成

关于客户

Katz Media Group 是美国最大的媒体代理公司，通过广播、电视、音频/视频流和播客为广告商和代理商提供接触超过 2 亿活跃消费者的机会。它由三个部门组成：Katz Radio Group、Katz Television Group 和 Katz Digital。

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挑战

Katz Media Group 面临着非用户友好的遗留平台、知识孤岛以及缺乏统一 ITSM 流程和服务 SLA 的挑战。

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解决方案

Katz 实施了 Freshworks 的 ITSM 套件 Freshservice，以改进 IT 服务管理、服务交付和 IT 支持。该解决方案因其易用性、灵活性、可扩展性和成本效益而被选中。

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运营影响

The implementation of Freshservice has brought about significant operational and customer experience improvements for Katz Media Group. The availability of a support portal, enhanced automation, and workflow approvals have significantly improved the company's overall efficiency and productivity levels. Freshservice has also enhanced knowledge management and improved resource management in terms of people's time. The change management module, along with the ease and speed of configuration, is also helping in continuous improvement. The benefits of the cloud-delivery model, such as simple, subscription-based pricing, no local hosting infrastructure to buy and manage, ease of implementation and upgrades, and enterprise-grade scalability and security, have been realized. All these improvements have led to a potentially lower total cost of ownership (TCO) than an on-premise solution, especially during the COVID-19 outbreak, ultimately serving stakeholders more quickly.

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数量效益

Supports 70 agents and 1300 end-users a month
Phone call volume has dropped to just 20% of their overall incoming requests
Real-time metrics such as incident volumes, resolution times, and customer satisfaction are regularly reviewed and published

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