Information technology company Pacxa turned to a third party for some assistance to help others in its family of Island Holdings' group of companies during the coronavirus pandemic.
Island Holdings' IT help desk for eight separate entities, such as Island Insurance and Atlas Insurance, had become overwhelmed — with three times the usual amount of technical requests — in 2020 by its suddenly remote-working employees.
Between March and September of 2020, Pacxa enlisted ServiceNow, a Santa Clara, California-based IT solutions company, to introduce a single, virtual help platform spanning the Island Holdings companies.
Island Holdings' 730 staff and associates were able to download a ServiceNow app and report issues through smartphones and other mobile devices. Pacxa's team helped introduce the system, dubbed "Laulima," through a series of emails and videos.
The end result was a quicker ticketing process for problems, Pacxa said, especially for common issues like software installations and password resets.
“ServiceNow has given us visibility into the technical challenges faced by each of our companies,” said Grant Gurtiza, assistant vice president of IT shared services with Island Holdings, in a statement. “This solution has given us justification to acquire more resources and provide better customer support to the family of Island Holding companies.”
Pacxa told Pacific Business News that it has implemented ServiceNow software with four "major enterprise" clients in Hawaii, though it declined to name them specifically.
"Outside of Pacxa, ServiceNow continues to prove itself an impactful part of the business community with organizations across the state capitalizing on these solutions," Pacxa told PBN in an email.
The price of ServiceNow's platforms varies widely, and is quoted specifically by client, but has been reported in the five-figure range per year.
Pacxa told PBN on pricing, "Costs vary as ServiceNow solutions are tailored to each customer's needs. Pacxa also offers out-of-the-box options that are cost-effective and almost fully configured."
Jeff Fabry, chief information officer of Island Holdings, said in a statement that he credited Pacxa as an "instrumental partner" and that "we are already in discussions with the team about additional upcoming projects to expand our ServiceNow capabilities beyond IT services.”
