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Case Study

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

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.