Operational Support Platform
A centralised, intelligent operational dashboard that aggregates service tickets, tracks resolution speeds, and improves IT support workflows.
The Challenge for Ecolab
Ecolab’s internal IT operations were straining under the weight of a growing global workforce. Support agents were navigating multiple disparate ticketing systems and legacy dashboards that provided fragmented visibility. This lack of centralised tracking resulted in slow response times, repeated escalations, and difficulty in identifying systemic network or hardware issues before they impacted widespread operations.
The Solution
iMSX developed a centralised Operational Support Dashboard that aggregated data from various internal support APIs into a single, cohesive interface. We implemented real-time ticket analytics, intelligent urgency routing, and an intuitive UI designed specifically for IT dispatchers. Custom widget configurations allowed different IT tiers to filter noise and focus strictly on SLA-critical operations, dramatically simplifying their daily routines.
"iMSX gave our support team the dashboard they always needed but couldn't articulate. The clarity and speed this platform brought to our operations has completely transformed our IT delivery."
Project Overview
- Reduced average ticket resolution time
- Consolidated multiple legacy reporting tools into a single platform
- Improved first-contact resolution across support teams
- Increased visibility for IT leaders tracking SLA performance