In 1995, Georgia-Pacific had a 60,000-person, multi-national, multi-location workforce and an IT management operation with 11 separate and inefficient 'island' systems. A review of its IT support function revealed infrastructure weaknesses that threatened Georgia-Pacific's business aspirations. Systems were decentralized, communication between divisions was difficult and many processes were being duplicated. There was little process ownership, so cases were lost, slow to resolve, or simply never completed. The company turned to Amdocs ClarifyCRM for help, and the transformation was dramatic. Amdocs ClarifyCRM delivered an enterprise-wide solution, creating a comprehensive IT infrastructure library (ITIL) foundation for measuring and managing the end-to-end IT service and support lifecycle.
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