Appriss Enhances Customer Services Without Adding Headcount with CA Service Desk Manager and CA Process Automation - CA Technologies
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Geography: North America

Industry: Technology

With the CA Technologies solutions, we can decrease the number of keystrokes our staff have to make, which means they can spend more time helping users. Bob Popeck, Director, Appriss


Appriss unveiled the United States’ first automated victim information and notification system in 1994. Today it helps thousands of public and private organizations prevent fraud, manage risk, fight crime, ensure compliance and increase safety.


To enhance customer service and improve efficiency without adding head count, Appriss needed to gain control of and automate its service desk. Manual ticket logging was time consuming.


With CA Service Desk Manager and CA Process Automation, Appriss has automated 437 manual processes. On average CA Process Automation performs over 260,000 processes a month. Flows can be modified without the need for downtime, improving agility.


By automating service desk processes Appriss has cut ticket operations from an average of 3 seconds to 1.8 seconds. Appriss is better able to meet its service and operational level agreements, improving service levels.



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