SunView Software Customers See a 25% Gain in Efficiency Using AI and Machine Learning in ITSM

ChangeGear users confirm the success and value of the Willow AI platform.

TAMPA, FLA – February 18, 2019 – SunView Software, a provider of IT service management solutions for the enterprise, celebrate in the customer success statistics for adopters of its award-winning Willow AI and Machine Learning Platform built within ChangeGear.

With the launch of Willow in the fall of 2016, SunView became an innovator in the enterprise space for introducing a platform for AI and machine learning purpose-built for ITSM. Customers who have implemented the technology have experienced significant benefits such as saving time for staff in processing tickets, reducing workload and labor costs, and improving workforce efficiency by as much as twenty-five percent.

Support Desk Supervisor for St. Mary’s Medical Center, David Gentry, details how ChangeGear’s Willow AI Platform has drastically reduced the training time for new staff:

“Before ChangeGear, we were spending a month or more to fully train our new staff hires. Now since we’ve started using ChangeGear’s intelligent automated capabilities, we have seen new employees quickly learn the system and get up to speed in less than three weeks.”

Mr. Gentry also showed enthusiasm for using Willow in the future:

“The value that AI brings to my team is unquestionable. We’re excited to continue expanding our use of the platform.”

In addition to speeding up user training, ChangeGear users see firsthand how valuable Willow is when they see the improvement in their service response times. Another ChangeGear customer reported saving an average of five minutes per ticket due to their ability to automatically create tickets from voicemail and deliver knowledge base answers to users.

Seng Sun, CEO of SunView Software, expressed the commitment his company has in developing and supporting innovative solutions for customers:

“Our focus has always been to turn technology into tangible value for our customers. We have seen fast user adoption of our Willow AI technology, and this is just the beginning. I can’t wait for everyone to see what we have in store for the future.”

The Willow AI and Machine Learning platform is currently available for ChangeGear Service Manager.

About SunView Software: Founded in 2003, SunView Software is a provider of IT Service Management software that helps companies to better deliver, manage, and monitor IT services across the enterprise. SunView is pioneering innovations in artificial intelligence to drive smarter automation, predictive insights, and customer satisfaction. By combining cutting-edge technologies and a best-in-class software platform, SunView provides cost-effective and efficient solutions that enable more responsive IT for the organization.

SunView Software is a privately held company based in Tampa, Florida.

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Steve Jaskiel
(813) 632-3600 x 253