Dexian Successfully Transforms ERP/ServiceNow Support for Improved Customer Satisfaction

Dexian successfully transformed ERP and ServiceNow support for an independent airport authority managing major U.S. airports, addressing critical issues such as poor customer satisfaction, fragmented management, missing SLAs, and unresolved tickets. By implementing a scalable ServiceNow team, they standardized procedures, optimized workflows, and introduced an SLA-driven ticketing system with call scripting, streamlining operations and improving service efficiency. As a result, first-call resolution rates increased, tickets were routed more effectively, SLAs were met or exceeded, and customer satisfaction soared above 90%, marking a significant enhancement in service quality and operational performance.