B/E Aerospace is the world’s leading manufacturer of aircraft cabin interior products. As Director of Global Support Services, one of my main objectives is to ensure our end users – Engineers, Accountants, Sales Representatives, Executives and Operations Staff – are receiving the best service as quickly as possible, so that everyone remains productive. With over 10,000 employees, this is not an easy feat.
In 2010, I began my search for a solution to meet our internal IT Service Management needs. At the time, B/E Aerospace was using an outsourced provider. We went through the process of identifying internal processes and setting up a team. We anticipated taking over 150,000 calls each year with only fourteen service desk technicians. With a lean service desk team and such a large end user base to support, we needed a system that was robust, yet flexible enough to meet our needs. After our selection process and implementing Cherwell within our IT department, we discovered that its functionality could help us streamline other areas of the business.