Building a Smarter, Data-Driven Support Experience for Malvern Panalytical

Challenges

• Email-Based Ticketing: No streamlined way to raise or track requests.
• Limited Visibility: Leadership lacked real-time insight into service performance and volumes.
• No Central Reporting: Bottlenecks and trends went undetected without dashboards or metrics.

Solution Delivered

• Self-Service Portal: Enabled users to raise and manage tickets via Employee Center.
• Knowledge Base Setup: Provided quick access to known issues and historical fixes.
• Dashboards & Reports: Delivered real-time visibility into performance and ticket metrics.
• Security Routing: Automated ticket routing and isolation for security-related issues.

Benefits & Outcomes

• Faster Resolutions: Improved turnaround time for incidents and requests.
• Empowered Users: Self-service portal reduced support load and improved access.
• Smarter Decisions: Centralized knowledge and reporting improved visibility and planning.