Innovaway adopts the “HCL BigFix Service Management” platform to transform the service delivery model with impactful results. A strategic choice that marks the definitive transition to proactive and scalable management of IT services, with the use of AI in "human in the loop" mode
Innovaway, an Italian company specializing in advanced IT services and solutions for businesses and public administrations, has recently adopted the AI-powered automation and no-code platform "HCL BigFix Service Management" to evolve its service delivery model towards an approach in which intelligent automation amplifies the operational effectiveness of IT teams, while enhancing their decision-making capabilities.
The choice arises from the need to respond to the growing operational pressures that characterize the MSP market - from KPIs to margins - through a technological solution capable of simplifying the management of complexity and increasing flexibility and efficiency. In this context, Innovaway overcomes the traditional reactive paradigm of "Break-Fix", based on fragmented workflows and post-accident interventions, adopting a "Prevention and Act" approach. By governing the entire end-to-end process, the company aims to enhance real-time data analysis to anticipate critical issues and prevent disservices before they impact the end user.
A qualitative leap that made it necessary to overcome the limits of a simple ticketing tool to adopt an advanced platform capable of reducing efforts and costs, simplifying multi-tenant configurations and exploiting the potential of intelligent automation integrated fluidly and managed through a unified governance framework.
To meet these needs, Innovaway has adopted "BigFix Service Management" by HCLSoftware, which allows it to manage a significant part of its customers from a single centralized instance, eliminating the fragmentation and complexity typical of traditional solutions. Furthermore, the choice fell on a platform capable of natively incorporating advanced AI features, including Cognitive Virtual Assistant and Predictive Insights, and of enhancing its operational know-how through advanced automation logic. Central technological support to reduce repetitive activities carried out by IT teams and increase the availability of actionable insights to serve decision-making processes, including predictive ones, and therefore enhance the timeliness and quality of the services provided.
The results of this evolution were presented by Innovaway, during the international webinar organized by HCLSoftware on AI-powered automation, confirming Innovaway's ability to drive innovation in its field. In just six months, Innovaway has integrated over 20 customers onto the new platform, recording significant and measurable improvements on all the main performance indicators, such as:
+35% in the speed of activation of new contracts, with faster and more standardized customer onboarding;
+30% in delivery efficiency, accelerated by CTI integration and the automation of support processes;
-25% of the Total Cost of Ownership, thanks to the use of a unique platform compared to previous solutions;
+20% in employee satisfaction linked to greater usability of tools and multilingual support and more fluid and efficient workflows.
Antonio Burinato, General Director of Innovaway, commented: “With HCL's Service Management platform we have redesigned our delivery model on a more solid and efficient basis, thanks to standardized processes, centralized multi-tenant management and the support of AI which acts as an enabler for our talents. The results collected in just six months demonstrate that the business can be scaled without compromising sustainability, the quality of services and staff sentiment” and concluded: "Today customers demand speed, flexibility and increasingly stringent KPIs: meeting these expectations requires service models rethought from the foundations by exploiting the support of technology and the human expertise that governs it."
The adoption of an intelligent automation platform is part of a broader strategy with which Innovaway intends to redefine the quality and scalability of its IT services. In the coming months the company will further consolidate its operating model, focusing on predictive automation and reduction of the average incident resolution time (MTTR) to improve efficiency and distinctiveness in the provision of services.
