One of America's largest media and automotive services conglomerates turned to Avatier to automate routine IT requests, freeing their team to focus on higher-value work and dramatically reducing operational costs.
Founded in 1898 by James M. Cox, Cox Enterprises is a large company based in Atlanta, Georgia. A juggernaut in the communication, media, and automotive services industries, Cox Communications owns major brands including Kelley Blue Book, Autotrader.com, Savings.com, and Valpak. Due to its large size and extensive list of products and subsidiary companies, the call center for Cox Communications receives a consistently high volume of calls coming through to their help desk. Any time there is an overnight or weekend migration to a new application or change to an existing application, the call volume spikes accordingly. Vic Chandar, a Senior Manager at Cox Enterprises, knew that reducing the volume of incoming calls to the help desk needed to be a key goal. In an average year, the help desk handles over 178,000 inquiries, a number with significant room for improvement. In order to achieve this goal, he turned to Avatier’s Password Management to automate password requests for customers and employees.
We selected Avatier to increase customer satisfaction and improve help desk efficiency. It was absolutely intuitive to the end user, simple to use, and is very seamless.
“It increases the efficiency of the help desk. At the end of the day, the business users are much happier being able to reset their own password,” Mr. Chandar explains. The results in their initial rollout were so positive that he decided to expand Avatier’s Password Management throughout the entire organization. “We will spread it across our organization. It was absolutely intuitive to the end user, simple to use, and is very seamless.” Once Avatier’s Password Management was installed, Mr. Chandar was encouraged by the results. Password Management reduces call volume to the help desk for everyday problems like password resets, freeing help desk employees to focus their attention on more pressing matters. “All the routine things like a password reset is automated. In the long run, we will be doing a lot more complex tasks at a lower cost.” By automating routine resets, help desk staff were freed to redirect capacity toward higher-complexity work, reducing costs while raising the quality of IT service across the organization. Beyond the technology results, Chandar highlighted the nature of the relationship itself: “Avatier is really about a partnership, and not a vendor. I really like working with partnerships and building those relationships.”