iWave Software and Morse launched a new “virtual” service desk for a leading worldwide bank. The goal of the new service desk is to optimize customer service and lower operational costs for the bank.

Morse, an IT services and technology company, teamed up with iWave to create a scalable, cost effective solution for the banking leader. iWave is a provider of Data Center Orchestration, Automation and Cloud Management Software. The bank turned to the automation specialists at Morse to optimize customer service and allow for seamless entry and routing from three service desks in three different locations. The bank also required the solution to be invisible to the bank’s network of customers.

Morse’s solution was to create a “virtual” service desk using IT process automation and iWave Software’s framework. Morse’s Marketing Director explains: “iWave was the clear solution and partnering choice, fitting seamlessly into our services methodology and maintained our vendor independence. The 30+ adapters and pre-built ITIL process accelerators gave our teams the flexibility to quickly meet the bank’s needs. This also helped ups with improved predictability of service engagement cost and time.”

Morse and iWave have improved the Bank’s customer service process through automation. The “virtual” service desk allows calls to be taken at each location with tickets created and routed to the appropriate locations without having customers hang up to dial the correct number. The mean-time-to-repair (MTTR) times have decreased as well as operational costs. The “virtual” service desk’s success is proof that IT automation is efficient as well as fiscally responsible.