The customer needed a new helpdesk system that would be better, faster and easier to use. The system that they have been using until that day was not able to fulfil all of the customers’ needs adequately. They felt that they need a modern web based service tool that could support the performance the The customer with its external customers as well as their internal ones within the scope of the IT service management. The new service tool should be included in the already existing process and IT environment of the customer.
The 50 employees of this specific department at the customer were not able anyone to cope with approximately 8500 tickets per year from 300 different customers who would send out service requests. All the different requests were sent out via email and the customer was not able to check if the correct contact person was the sender. That was the reason for a very troublesome and tedious working atmosphere. The customer felt the need to speed things up and to be more productive.
Business Need: The customer needed a new helpdesk system that would be better, faster and easier to use. The system that they have been using until that day was not able to fulfil all of the customers’ needs adequately. They felt that they need a modern web based service tool that could support the performance the The customer with its external customers as well as their internal ones within the scope of the IT service management. The new service tool should be included in the already existing process and IT environment of the customer.
The 50 employees of this specific department at the customer were not able anyone to cope with approximately 8500 tickets per year from 300 different customers who would send out service requests. All the different requests were sent out via email and the customer was not able to check if the correct contact person was the sender. That was the reason for a very troublesome and tedious working atmosphere. The customer felt the need to speed things up and to be more productive.
Solution: The solution of the problems described above should be a new helpdesk system that would replace the old one. The customer first scanned the internet for various products that could meet their requirements and gave these requirements to several consulting companies.
50 internal employees should be able to handle 8500 request tickets per year from approx. 300 different customers with 1 to 5 employees using the helpdesk system. What makes it even more complicated is the fact that 3 to 5 brands send out emails from 5 to 10 different mail addresses.
In general, the solution should include an incident management, change management, customer service request management as well as internal service request management.
In terms of interfaces, an integration of the helpdesk system to the active directory is needed in order to synchronise company data as well as staff data with the service tool. The new service tool should also be connected to the already existing tools of the customer by developing interfaces. One of these tools is the leading tool for managing customer data called uProvide. The other one is CMBD Inventory.
By finding an adequate solution to their needs, the customer wants to have a permanent tool support for the different service processes. There has to be a possibility to record all accounting events in order to evaluate them. Furthermore, all multitool business workflows have to be integrated.
This solution covering all described requirements should be a very fast application that can be used with as little clicks as possible has to facilitate the administration and management of external users. It should include a web platform for the customer’s customers and a client or web platform for internal employees.
Additionally, the app should have a database like SQL or similar to it.
In the end, the customer also would like to have this app as a mobile solution for internal employees as well as for customers.
Results: Mansystems presented the Mendix platform to the customer and described all advantages of the rapid development platform, such as speed, less resources and the possibility to adjust new requirements and changes directly.
The customer decided to go with Mansystems because of our expertise, experience and very good performance.
Mansystems presented the ExpertDesk software which is a data driven software. It needs usage data as well as configuration data in order to use specific functions. Together with the customer, we collected all required data to adjust the software to the customer’s specific needs. The tool can be used easily and intuitively.
After implementing all requirements of the customer, the customer had one single platform the internal employees as well as the external customers could use as a ticketing tool. The customer now does not have to cope with every single request via email, but can use the new helpdesk system to process all request tickets.
All required interfaces were developed and help the employees to gather all needed information without having to switch between different systems or tools.
The solution really includes an incident management, change management, customer service request management as well as internal service request management.
The customer can now offer a tailored service to its customers fast and simple. All employees are much more efficient in the same amount of time.
After going live, the customer had even more great ideas that could be added as functions to the helpdesk system. With the support of Mansystems all new requirements and interfaces were implemented in no time.
Mansystems was also able to deliver a mobile version of the helpdesk solution. It is now possible to use all the features of the developed desktop version in a mobile version when the user wants to use the app on the way.