Customer Spotlight

pgi logo white

$567M

REVENUE

2,500

EMPLOYEES

50K

CUSTOMERS

660

HOURS REPORTING

PGi’s IT Dilemma

PGi was spending 660 hours each year building reports to understand how their IT organization was performing. However, the company’s IT leaders realized they were not gaining any insights from these reports. With a goal of truly understanding IT performance, PGi turned to Numerify to help them make smarter business decisions and understand how to fix their biggest problems.

Objective: Unlocking Data Insights

Paul Mitchell, PGi’s VP of IT Service Management, is a strong believer of metric-based performance management. As a result, Mitchell and his team established a process of tracking several key value metrics through monthly reporting. At the beginning of each month, the PGi team spent 55 hours across 10 days pulling together a 60-slide deck of their most important value metrics. After many hours of data wrangling and manipulation, they had a snapshot of the previous month’s performance.

 

With all of this data, Mitchell originally thought he was gaining visibility into his department. However, he eventually realized that the data was not insightful enough to drive actual changes or understand what was happening in the organization. Even if his team had questions about why the data was the way it was, they had neither the time nor the means to drill into the metrics.

Solving the Reporting Nightmare

The team at PGi sought to address two central problems: they were spending too much time generating reports, and the reports did not yield insights into how they were operating. Mitchell knew PGi’s talented team of engineers were capable of building an internal analytics solution, but that work would divert valuable resources away from helping customers. He looked for a pre-built analytics application that would understand the metrics PGi cared about and integrate fully with ServiceNow®. Mitchell discovered a number of viable tools, but felt that only Numerify offered analytics with the metrics and dashboards of greatest importance to PGi.

 

By partnering with Numerify, Mitchell immediately gained back the 55 hours each month that was going to reporting. Now all of the value metrics his team cares about are instantly available and reflect what is happening at the moment, not what occurred 10 days ago.

“Information is not knowledge. I had a lot of information but no knowledge.”

pgi analytics

Paul Mitchell

VP of IT Service Management

pgi it health

Powering Team Synergy

Mitchell was previously unable to pinpoint the cause for variations in performance among agents and assignment groups. With Numerify, he can compare open tasks, incidents, and problems by individual and group.

 

Beyond that, he can see each open ticket by type, priority, and age. By identifying individuals that are either overloaded or underused, Paul and the assignment group managers can better balance the work and improve OLA compliance.

Bringing Clarity to Performance Worldwide

After reviewing a dashboard of first call resolution by week across different regions, Mitchell noticed that something was consistently driving resolution rates down. Upon further investigation, Mitchell discovered that slower hardware delivery times in Europe were leading to repeated calls from customers. By identifying the root cause of the problem, he was able to take preemptive steps to improve first call resolution rate — and customer satisfaction.

analytics dashboard pgi

PGI’s IT Team Excels with Numerify

By implementing Numerify analytics, Mitchell was able to raise OLA compliance, improve customer service, and drive better business decisions. With 50,000 customers relying on the work that his team performs, it is imperative that they be proactive and use the best tools available to manage IT operations. Mitchell used Numerify to more effectively improve IT service management processes and unlock the potential that was previously buried in spreadsheets. Mitchell and the IT team at PGi now have a more productive department and happier customers.

Learn more about how PGi uses Numerify in the

webinar led by Paul Mitchell himself