How Sonata Software reduced Average Resolution Time to 1 hour

About Sonata

Sonata Software Limited is a leading modernization and digital engineering company, headquartered in Bangalore. Sonata provides modernization services using its proprietary Platformation^TM approach. It specializes in cloud and data modernization, Microsoft Dynamics Modernization, digital contact center setup, and management, managed cloud services, and digital transformation services. Founded in 1986, the company has since grown to have a presence in North America, Europe, and Asia-Pacific.

Business Challenges

The support teams at Sonata, which included HR, IT, Finance, and Admin, were using Talisman to handle all support tickets for their departments. Employees would send an email to a support email address. This led to the following:

• Unstructured and unscalable support

• Low productivity

• Lack of SLA calculation/adherence

• Inability to track tickets

Why Sonata Chose Freshservice

With more offices opening up across the globe and with their teams expanding, Sonata wasn’t just looking for an ITSM tool. They were looking for an enterprise service management solution that was scalable across teams, supported integrations seamlessly, provided better visibility, and increased employee productivity.

While Sonata did consider other options, they found Freshservice, which they internally branded as Altrua, suited their needs due to the:

• Simple user interface and easy implementation

• No-code solution that would be used by non-tech teams to provide support

• Ability to be accessed by anyone with an internet connection and a mobile device

• Seamless integration with existing tools like Microsoft Teams, Whizible and Darwinbox

• Easy integration with AI agents

Moving to Freshservice

Sonata improved the experience of their 5500+ employees across the organization, and here’s how they did it:

1. Overcame Freshservice adoption via easy integrations with existing tools. 80- 90% of data gets pulled from these Darwinbox and Whizible integrated systems, such as DetailR, and is automatically available to the agent.

2. Orchestration apps like Microsoft Teams (branded as Altrua Chatbot internally), Azure Cloud, and Microsoft Active Directory are built for Freshservice to help agents automate actions using workflows that can be used with multiple systems and applications

3. Servicebot for Microsoft Teams app helped understand user needs and provide them with relevant solutions thus saving end user and agent time.

4. More context and better visibility due to the DarwinBox, Whizable, and Detailr apps which helps them pull information such as requester information, and project information to Freshservice

5. Agent productivity apps such as Attachments Viewer and Quick View Requester Assets, helped agents access important data by eliminating the need to interact with multiple touchpoints.

6. Enabled the teams to provide support even via mobile.

7. Customized Reports per each department's requirement, with relevant information being displayed and shared with different teams. This gave transparency and the ability to plan and prioritize day-to-day activities more effectively and efficiently.

8. Saved time and increased productivity with Canned Responses