SNG | Sovereign Network Group

Tenjin, Digital Assistant Implementation

A photo of a couple of business people working at a laptop

In the first week alone!

1670

Knowledge Articles loaded

883

Sessions

627

Employees helped

175

Tickets managed

Of Employees helped so far

The Challenge

SNG (Sovereign Network Group), a leading housing association, required our help to implement their new ITSM digital strategy to reduce costs, and modernise and enhance the employee experience when engaging with IT services.

The Solution

Illuminet undertook a discovery of the services, analysed tickets to identify deflection / handling improvements, initiated quick wins and proposed a detailed delivery plan.

Key area of focus was the IT Service channel assessment, to rapidly consolidate, focusing on a Digital Assistant & Tech Bar.

Illuminet assessed SNG’s requirements and proposed Tenjin as the Expert Digital Assistant solution best suited for their needs, with its ability to provide self-help & self-service, and so much more, with its Knowledge Network capabilities.

Illuminet undertook a series of Sprints to implement Tenjin, focusing on primary use cases, in terms of functionality, knowledge population, workflow & system integration, while supporting the SNG Team to build-up their knowledge and capabilities and expand the Tenjin platform even further.

Illuminet then supported SNG through rigorous testing and through the successful Go-Live and Hypercare.

The Impact

SNG has made significant strides towards realising their Digital Strategy with the cornerstone being the intelligent Expert Digital Assistant, Tenjin (affectionately named AIDA – AI Digital Assistant, by the SNG Team), with a motivated Services Team, who have been able to flip from having to be reactive, to being proactive in positively driving up employee productivity and satisfaction.

Week 1 post Go-Live stats… and growing rapidly!

1,670 Knowledge Articles are available via Tenjin (AIDA), covering 100s of topics.

883 sessions held between employees and Tenjin (AIDA), providing knowledge, support and the ability to raise tickets to the Service Desk Team, without a need to phone or email.

This saved 67 Portal visits, 65 Emails, 24 Phone calls and 19 TechBar visits within the first week of Go-Live!

Over 627 Users (29% of Employees) received help via Tenjin (AIDA).

175 Tickets managed via Tenjin (AIDA), made up of 39 Incidents and 124 Service Requests.

“This is bloody clever”

“Whoever did this is a genius”

“It makes life so much easier”

AIDA (Tenjin) Users A,B & C

SNG

Very Very Very very (did I say Very!) impressed at the speed my IT ticket was created, catogorised and processed by IT. Instant email confirmation with ticket number (as well as through AIDA) Contact from IT within 5 mins and now resolved. Guinness book of records for that one 🙂

AIDA (Tenjin) User D

SNG

I am really impressed with the level of service I received after logging an issue via AIDA. It was quick and easy, responded to same day and received my new equipment the next time I was in office.

AIDA (Tenjin) User E

SNG

A huge thank you … real team effort with everyone pulling together to make this successful. This is just the start, and we need to keep the momentum going to change how our users interact with us.

IT Change Director

SNG

Our new service desk digital assistant is a great example of how we are leveraging AI technology and insights to improve our IT service. By increasing self-service opportunities, we will save 16000 hours of productivity across the business, enabling our colleagues to spend more time delivering services to our Customers … I’m delighted that this new technology is providing increased learning opportunities for our team. They will have more time and space to support colleagues

IT Director

SNG

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