EFW, Inc. develops, manufactures and supports sophisticated electronics and electro-optical systems for the global defense and aerospace markets. They wanted to identify trends within call volume data in order to improve service levels, optimize staffing levels and avoid user downtime due to unforeseen events. Initially, they tested Unicenter ServicePlus Predictive Tools to determine how effective they would be in that particular service environment. Unicenter ServicePlus Predictive Tools analyze historical data from the Unicenter ServicePlus Service Desk database to make predictions that minimize downtime costs and improve user satisfaction. EFW expected the software to help them understand service events and responses within their headquarters, but they had no idea that it might go beyond their walls and predict events out of their immediate control.
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