Item: Cherwell Service Management (discontinued)
Rating: 8
Author: Verified User

Overall Satisfaction with Cherwell Service Management

Use Cases and Deployment Scope

Cherwell was used across the whole organization from IT, mortgage and human resource management. I was the Tier 1 support rep for our HR department. I fielded questions from our team members on various HR issues from system access to benefits questions. Our IT department used Cherwell to assist users with technical problems encountered on a day to day basis.

Pros and Cons

Pros

I was able to store word documents and PDF documents in the tool for quick resolutions to common questions. It was a great way to quickly provide an accurate solution to questions we receive regularly while focusing on service issues that take more time to complete.
We configured the tool to pull contact info and badge photos from our company roster. This made contacting users at various methods easy. It also made putting a face to a voice or email easy.
Reporting from the tool allowed us to improve our response time and manage trends. We were able to find ways to make process improvements.

Cons

The graphic user interface is a bit dated. I looks and feels like Window XP.
Organizations that use the tool to the degree that we did usually have widescreen monitors. The tool doesn't make good use of space.
One thing I didn't see was a way to track or watch a ticket that was assigned to a different user. This would help in cases where multiple users experienced the problem and you would need to know who and how the ticket was resolved, even if i wasn't resolved by you.

Return on Investment

Cherwell lead to improved response times. This aided the organization in meeting the expectations of our team members.
It allowed us to manage the our ticket volume more effectively.
The user interface made it difficult to make quick decisions because getting to the meat of a ticket was several clicks away. The interface could be streamlined and organized more clearly.

Alternatives Considered

This is the first tool like this that I have used. I was just trained on ServiceNow today, but have not used the system enough to see the differences. On the surface it had a better interface and more ways to manage tickets through the entire organization. There were some questions related to privacy that remain unanswered.

Likelihood to Renew

This a difficult question for me to answer since I am not a decision maker in my current organization. Also I don't have enough information about other tools to make a well informed decision. The way the tool integrated with my former organization was very effective. While there are small nuances that could be improved upon, I would definitely consider Cherwell.

Likelihood to Recommend

One critical aspect would be protected health information. With HIPPA laws you need to have a way to protect contact information from unauthorized users in the system. This was very important to us since we answered questions regarding medical benefits. Or if there could be some sort of disclaimer alerting the end requesters not to disclose protected health information, it would help protect organizations from claims of unlawful disclosure.

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cHeRwell - Human Resources