Switzerland’s Federal Office of Meteorology and Climatology, MeteoSwiss, creates tailor-made products and services for delivering first-class weather and climate services to the Swiss public and the international community. To better serve its users, MeteoSwiss saw a need for improvements to ticket entry and first-call resolution rates. In response, the Information and Communications Technology (ICT) department reinvented the way technical and business users access services, introducing a modern, app-store style interface that makes it faster and easier for MeteoSwiss’ tech-savvy user community to access dozens of IT and non-IT services.
Working with BMC partner ITConcepts, MeteoSwiss rolled out mobile self-service app BMC Helix Digital Workplace, which improves productivity by providing formless requests, context-aware services, and social collaboration for the digital workplace, and Smart IT, BMC’s people-centric interface for empowering ICT to deliver improved quality services to users.
Technical teams leverage BMC Helix Digital Workplace through a highly efficient interface for capturing incidents, requests, and changes. Business people use an engaging graphical interface to access 40 services, ranging from submitting incidents, service requests, and changes to scheduling meeting rooms.
- Free-form text entry speeds ticket creation and contextual information relevant to the incident speeds resolution.
- Agents generate tickets in half the time previously required.
- First call resolution rates have increased from 60%-70% to 85%-90%.
- A self-help library has increased user satisfaction and engagement while reducing service desk call volumes by 30 percent.
“People love BMC Helix Digital Workplace and Smart IT because they are such cool interfaces. As a result, we’re capturing and tracking more tickets than before. In the past, we averaged 250 to 300 tickets each month. Now we’re capturing 600 to 650 tickets a month—without increasing staff size.”— Michel Camenzind, ICT Change Manager, MeteoSwiss