List of IgniteTech SupportSoft Customers
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Since 2010, our global team of researchers has been studying IgniteTech SupportSoft customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased IgniteTech SupportSoft for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using IgniteTech SupportSoft for IT Service Management include: Cognizant, a United States based Professional Services organisation with 336800 employees and revenues of $19.70 billion, Fidelity, a United States based Banking and Financial Services organisation with 78000 employees and revenues of $18.20 billion, Wipro, a India based Professional Services organisation with 230000 employees and revenues of $8.91 billion and many others.
Contact us if you need a completed and verified list of companies using IgniteTech SupportSoft, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The IgniteTech SupportSoft customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Cognizant | Professional Services | 336800 | $19.7B | United States | IgniteTech | IgniteTech SupportSoft | IT Service Management | 2014 | n/a |
In 2014, Cognizant implemented IgniteTech SupportSoft in the IT Service Management category to power IT service management and remote support across its United States operations. The application is branded internally as ExperTouch and is positioned to reduce helpdesk workload and improve first contact resolution.
Configuration centered on IgniteTech SupportSoft modules inferred from vendor documentation, including ProactiveAssist for self healing automation and Account Manager for centralized account and session management. These modules were used to automate routine remediation, surface diagnostic data during remote sessions, and manage persistent device and user profiles within service workflows.
Architecturally the deployment is characterized by a centrally managed platform supporting remote support sessions and ticket orchestration across US sites, with lightweight endpoint agents to initiate support. Functional coverage emphasizes incident intake, remote session handling, diagnostic data capture, and automated remediation workflows aligned to IT service desk operations.
Governance focused on standardizing service desk workflows and embedding Account Manager role based processes for handoffs and escalation, while ProactiveAssist enabled policy driven automation within incident triage. The implementation narrative reflects an operational scope confined to United States operations and a targeted business function impact on helpdesk and end user support.
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Fidelity | Banking and Financial Services | 78000 | $18.2B | United States | IgniteTech | IgniteTech SupportSoft | IT Service Management | 2012 | n/a |
In 2012, Fidelity implemented IgniteTech SupportSoft as an IT Service Management platform across its U.S. IT environment to support IT operations and endpoint remediation. The deployment positioned IgniteTech SupportSoft to handle incident intake, automated remediation, and remote assistance workflows within Fidelity’s service desk and endpoint management processes.
IgniteTech SupportSoft was configured to deliver endpoint self healing and analyst-assisted remediation, aligning with IT Service Management functional terminology such as automated incident routing, remediation orchestration, and remote troubleshooting. Module usage ProactiveAssist and RemoteAssist is inferred from vendor support documentation that maps those branded tools to SupportSoft components, indicating capability for proactive detection and remote remediation of endpoint issues.
Operational coverage focused on Fidelity’s U.S. IT environment and impacted service desk, desktop engineering, and IT operations teams, with the platform embedded into analyst workflows to accelerate issue resolution and reduce analyst time. Governance oriented around incident management and automated remediation workflows guided how tickets and automated fixes were invoked, with configuration centered on minimizing manual triage and escalating only when automation or remote assist could not resolve an issue.
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Wipro | Professional Services | 230000 | $8.9B | India | IgniteTech | IgniteTech SupportSoft | IT Service Management | 2016 | n/a |
In 2016, Wipro deployed IgniteTech SupportSoft to support managed service IT operations in India. The deployment used the IT Service Management application IgniteTech SupportSoft to centralize incident handling, improve remote diagnostics and standardize support workflows across Wipro's managed services organization.
Configuration emphasized module usage aligned with vendor glossary, implementing ProactiveAssist, SupportCenter and RemoteAssist to enable proactive monitoring alerts, structured case lifecycle management and remote session diagnostics. The implementation scope covered client support teams within Wipro's India managed services organization, impacting service desk, field operations and account support functions. Governance changes introduced standardized case routing and escalation workflows and a phased rollout aligned branded instances noted as Fixomatic in some managed service contexts. The program improved remote diagnostics and lowered average handle time for client support cases as described in vendor documentation.
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