CobbleSoft^TM International Ltd., a developer of specialized service desk, service management and database solutions, announced that CyberShift, a leading provider of workforce and expense management software and services, has selected the company’s COIGN Enterprise helpdesk and service management software solution.

Headquartered in Parsippany, N.J., CyberShift delivers a fully integrated solution for the management of all aspects of time and attendance, scheduling, travel and expenses, self-service functions and workforce reporting and analytics. As the workforce and expense management solution provider of choice for many of the largest organizations throughout the United States and Canada, the need for request and incident ticketing, as well as the management of this process, at CyberShift is business-critical.

The company chose COIGN Enterprise for its flexible, configurable Web-based application framework. As part of CyberShift’s Total Client Service Quality program designed to deliver the highest levels of client satisfaction, COIGN has enabled CyberShift to replace its disparate systems with a single, Web-based application, centralizing the management of all internal and external incident and service management systems while allowing threads of client correspondence to be immediately accessible from anywhere in the world.

"Our incident and request management system touches every department and functional team throughout our organization," said Dave Blodgett, CyberShift’s IT and On-Demand Service Director. "Our biggest challenge was that we were using a number of different systems to manage internal and external client requests associated with various platforms and technologies. We sought a consolidated solution that would improve operational efficiencies and deliver an opportunity to further improve service to our clients. COIGN has enabled us to streamline our end-to-end support process, reducing response time and improving our client’s total quality of experience (QoE)."

One of the primary benefits gained from having a single helpdesk and service management system, such as COIGN Enterprise, is increased visibility into the incident lifecycle. By having this common thread of information, CyberShift is able to take advantage of pushing more information to the higher-level support teams, reducing the amount of incidents that need to be escalated. Without the need to frequently escalate tickets, support costs and response times are reduced - ultimately enabling the delivery of faster, better service to CyberShift clients. In addition to streamlining the end-to-end support process and reducing internal management costs, COIGN also facilitates compliance with regulations and control requirements, such as Statement on Auditing Standards (SAS) No. 70.

"As an organization that must consistently execute against the control requirements of annual SAS 70 Type II audits, detailed event logging and an auditable authorization process are critical," stated Blodgett. "The COIGN system has comprehensive auditing capabilities that offer an audit trail of incidents and automate the process of recording promotion and change authorizations. Due to its great flexibility in the areas of both ticket management and intelligent ticket routing, CobbleSoft’s software has allowed us to solve some difficult business challenges with relative ease."

Pamela Follett, President of CobbleSoft International, added, "COIGN Enterprise is designed to help organizations save time, reduce costs and increase productivity. In addition to easing compliance with regulatory requirements, COIGN has improved incident ticket routing and time-to-resolution for CyberShift, enabling the company to respond to its customers faster. By improving the overall quality of CyberShift’s support organization, we hope to play a vital role in helping the company meet and exceed its Total Client Service Quality program goals."