Case Study

Federal Agency Reduces MTTR, Increases Citizen Satisfaction, and Reduces Service Desk Volume While Meeting its National and Economic Security Mission

This agency’s mission is anti-terrorism, legitimate trade and secure travel for US citizens.  Then the performance of a key application began impeding workflow and agents’ ability to do their job, Swish and Riverbed introduced a digital experience management tool that resulted in approximately 24% improvement in MTTR and 15% drop in service desk volume.