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Case Service Now
Blue Airlines

The Azul Linhas Aéreas team presented to the Fast Lane team some numbers related to the dissatisfaction of other sectors with regard to the service provided by the IT area.
To change this scenario, Azul hired the Service Now solution and Fast Lane was responsible for implementing the incident, problem, request and CMS modules.
In the implementation of the incident and request modules, all possible situations were surveyed, from mouse request to opening of software incidents. Workflows were created for approvals of all situations, as well as notifications for those responsible.
The CMS module received special attention as it is the way in which the “consumerization” of the user experience is achieved within the company. Therefore, a fully customized interface was created to meet the needs of Azul Linhas Aéreas' employees and stakeholders.
The results of this implementation were presented at the Gartner Summit in 2016, some numbers:

  • Access Management: before, there were 6 stages and access was released in 13 days. Today there are 4 steps and the release takes place in 3 days. The implementation of this process within the Service Now platform meant a reduction in resolution time of 77%.

  • Password Reset: Previously these requests were made by URA (38%) or telephone (62%) and they took 4 minutes and 5 minutes respectively. With the Service Now platform this scenario has changed. In addition to the URA (38%) and telephone (which rose to 30% of requests), the portal is now responsible for 32% of requests and with an average time of 1 minute and 30 seconds. This represented a 51% reduction in the volume of calls and also less time for the employee to make a request.

Azul Linhas Aéreas Brasileiras SA is a Brazilian airline founded and approved in 2008 by David Neeleman. 

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