OneReach for IT Service Desk

Deliver an AI-first IT Service Desk experience with OneReach, deepening support relationships, improving workflows and efficiency, and reducing costs.

Built for IT Support

Automate Tasks, Workflows, and Processes with an AI-First Platform

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Trusted by Industry Leaders Across the Globe

Getronics, A Leading Technology Services Company, Automates IT Ticketing via AI Agents

Solutions:

Getronics developed and scaled AI agents for ITSM ticket automation, capable of triaging user requests. The AI agent logs ServiceNow Tickets for requests and incidents, guides users through issue resolution and updates, and assigns tickets to human agents
AI agents are available through a range of channels including Rich Web Chat, Teams and email in any language, with authentication
AI agents integrate with multiple systems, including ServiceNow ITSM, Systrack Diagnostics, and a range of internal systems, to empower automation of most common use cases
Getronics implemented Human-in-the-Loop (HitL) function for increased user support with complicated transactions
Their solution enables seamless IT support in multiple languages for wider scope and accessibility

Return on Investments (ROI):

Automated 1M tickets per year
Improved end-user and IT agent experience
Enhanced service offering with speed to resolution, first time fix, multi-lingual capability, audit trail, 24/7 availability, and data driven insights
Enabled operational scaling and increased competitiveness

Pre-built AI Agents for Common ITSM Use Cases

IT self service

Employees can resolve IT issues on their own through AI agents, reducing support workload and streamlining all communications and processes.

Ticket management

AI Agents sort through tickets for triage and assign them to the appropriate IT employees.

Outage notifications

AI agents test for outages automatically and notify internal teams of outages and recommended next steps.

Incident tracking

Track and report incidents, escalating to the appropriate people as needed.

Employee agent assist

AI agents provide conversation history, purchase history, and all relevant account information to IT employees assisting with customer support.

Approve requests

AI agents provide notifications and reminders to get requests approved by management.

Reset passwords

Securely reset passwords to relevant enterprise accounts.

Submit and facilitate device requests

Request updated devices, device returns, and maintenance requests automatically.

User authentication

Authenticate returning customers, validate emails, and validate payment methods.

Admin control

Manage user-based access, teams, and departments in one centralized area.

The Only Platform Named a Leader By Every Major Analyst Group

OneReach proved to be a true strategic partner during our migration journey from existing, problematic implementation. They facilitated us through the process and were patient with the delays on our side. I’m extremely happy with their account team.

Software Developer - Telecom Industry

Customer Testimonials

Their platform has a great deal of flexibility and has been able to provide all the required functionality we need for the use cases we are building for.

Associate Director - Product Management - Telecommunication

OneReach encompasses several factors that elevate it beyond other choices. It's communication fabric, intelligent digital worker framework, and conversational UX.

Principal Enterprise Architect. - Retail

Great at proving Al Solutions with in-depth customization for any use case. Great leadership and support team.

Senior Al Engineer - Transportation

The flexibility and openness of their platform allows tighter integrations with our existing investments like CRM and our GenAI RAG implementation.

Head of Business Platforms - Telecommunication

OneReach was a breath of fresh air when compared to the legacy chatbot solution we had.

Architect - Telecommunication

The engagement from the OneReach team has been fantastic ever since I first engaged with them 15 months ago.

Group Product Manager - Telecommunication

Proven Success for IT Support:

4-8 Week

AI Agent Deployment Time

Design and scale quickly

85%

Automated ticket resolution

Reduce escalations to human agents

1 Million

Tickets Managed Per Year

Highly scalable ticket triage and management

Built for ITSM

Automate Tasks, Workflows, and Processes with an AI-First Platform