Squirro Service Insights

Do more with
your customer support data

Wouldn’t it be nice if that service ticket that took 3 hours to resolve was resolved in less than 1 hour because your help desk or IT support team had all the relevant information to hand? This is what Squirro does.

Real-Time Service Intelligence

Squirro’s Service Insights solution collects and analyses data across multiple sources such as Service Desks and Configuration Databases to provide a real-time view of what really happened. It uses data to identify trends and anomalies, automate service ticket clustering, recommend solutions (based both on context and previous issues) and to predict potential future issues.

It integrates seamlessly enterprise applications such as ITSM, Service Management and CRM suites.

Reduce service management costs and improve helpdesk ticket resolution

Squirro’s Service Insights solution reduces the time it takes to identify and resolve issues. Organizations only know about service issues when they occur. The longer it takes to get them resolved the higher the impact on unmet SLA obligations and increased churn rates. It provides all the insight required for any organization to significantly improve its service levels.

The result is up to 30% reduction in mean time to resolution and up 15% reduction in support costs.

Meet our easy to learn and powerful interface

Customizing the Squirro dashboard to your very one needs is fast and easy.

How can Squirro Service Insights help you?

1.

Incident Prevention

Preventing incidents should be a major priority for any organization. Our anomaly detection just does that, identifying trends and patterns that indicate a future incident, the type of incident and how best to address it.

2.

Incident Automation

Incident volumes are growing. Yet many incidents have had similar occurrences in the past. Learning from previous incidents, Squirro offers accurate resolution recommendations and ticket automation.

3.

Incident Analysis

The ability for an enterprise to learn from incidents is priceless. Squirro makes this analysis a breeze. This contextual analysis that looks at many factors, allows you to adopt a more proactive approach to IT Service Management.

4.

Service Data Unification

Historically or through mergers and acquisitions, modern enterprises often operate multiple service solutions. Squirro seamlessly connects multiple service solutions such as ServiceNow, Salesforce Service Cloud and BMC Remedy.

Solutions

Automated service ticket clustering and assignment to best available agent

Contextual analysis of locations, applications and text descriptions to allow easy identification of incidents

Automating ticket routing and problem resolution and improvements in capacity planning

AI-based analysis of major incidents / machine learning to better understand cause and solution

Benefits

Net mean time to resolution reduction of 30%

Greatly improved service levels

360-degree view of which clients are impacted by which incident

Proactively finding incidents that may become major issues

Understanding of what is responsible for major incidents and recommendations as to how best to address them

But why don’t you find out yourself?

Resources

Brookson Financial Logo

Accounting

Customer Service Case Study

Service Insights Solution Brief

Telecoms

Service Insights Case Study