BlueScope Steel is a global leader in premium-branded, coated and painted steel products, and is the third largest manufacturer of painted and coated steel products globally. BlueScope Buildings North America is the number one pre-engineered steel buildings manufacturer, supplying buildings in key markets for conventional, commercial, industrial and community markets.
At Bluescope, receiving and handling all tickets through email was making it difficult to search for previous issues efficiently. As the sheer volume of tickets grew, the team realized that email ticketing was not a feasible solution.
BlueScope Buildings NA implemented ServicePRO in 2005 as their support desk.
With ServicePRO, BlueScope Buildings NA now has complete visibility across their entire organization’s help desk processes.
Previously, BlueScope’s support department received and handled all tickets through email, making it difficult to search for previous issues efficiently. As the sheer volume of tickets grew, the team realized that email ticketing was not a feasible solution.
The team wanted to move away from users emailing support reps directly, and intended on implementing a centralized support desk with collaborative workflows, document management, full ticket tracking, search capabilities, and complete visibility of the entire support desk.
BlueScope Buildings NA implemented ServicePRO in 2005 as their support desk. Ticket resolution times improved immediately after implementation, and support reps now had a way to easily track and record multiple channels of communication, further enhancing performance of their support desk.
After seeing the capabilities of ServicePRO, and realizing the benefits it could bring to other departments such as automation and project management, ServicePRO was adopted company-wide.
Processes like hiring new employees became streamlined with Project Templates, allowing workflows to not only notify system departments, but also security and facilities, and even send a notice to a credit card queue. This allowed all necessary steps to be completed in a timely manner, allowing new hires to hit the ground running as soon as they set foot in the door..
With ServicePRO, BlueScope Buildings NA now has complete visibility across their entire organization’s help desk processes. Automation rules helps them manage the large volume of tickets they receive by automatically routing requests to the correct department, and notifying the proper people. Multiple system email accounts have enabled BlueScope to easily bring in other divisions, and provide a convenient way to segment the tickets coming in.
“Before ServicePRO we had to look through piles of paper for previous issues. Now we have the search capabilities to quickly find the answers we need.”– Randy Long, Support Desk Administrator
“Resolutions times have greatly been cut down since implementing ServicePRO.”
“Our external and internal Auditors have been extremely easy to deal with on account validations, due to the ticket information we store; before, it was a nightmare.”