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Case Studies

"We have gained greater control of our IT spend. This allows us to plan our IT budget more accurately and to align it better with our business direction. With an approachable strategic partner in CodeBlue, we can confidently work with them to drive business efficiencies and maximise ROI."
Bruce Gallie, Chief Operating Officer, Colliers International New Zealand

Case Study : Knowledge Base project reduces cost & improves service levels for Astute - benefits all CodeBlue customers

CodeBlue has completed a ‘knowledge base’ project inside its Service Desk that – while originally developed for 300-seat customer Astute Limited – now ensures every customer of the CodeBlue Service Desk is serviced by staff with intimate knowledge of their business.

The CodeBlue Service Desk supports the 300-user network of Astute. Users telephone CodeBlue when a problem first strikes, and receive remote support and diagnostics. More diffi cult problems are escalated, either to a CodeBlue engineer or to the Astute software development team. CodeBlue successfully designed and executed a project that delivered four-fold benefits: reducing fault rates; cutting time taken to resolve problems; increasing user satisfaction; and delivering a more consistently excellent service.

Called the ‘Knowledge Base’ project, it is now implemented throughout the CodeBlue Service Desk, for the benefit of all CodeBlue customers. It ensures every CodeBlue Service Desk customer receives assistance from staff who are intimately acquainted with each customer’s unique IT environment.

The ‘Knowledge Base’ describes a living and growing body of knowledge about a customer’s calls to the Service Desk. Each problem logged with the Service Desk – and its solution – adds to the sum of knowledge about that customer. As new faults or events occur, the knowledge base grows in usefulness. Users get speedy, company-specific knowledge, from each and every member of the CodeBlue team.

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