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ITSM Solutions Case Study

How the organization invested in Modern ITSM solution (JSM) & maintained Client Centricity

India | Construction Equipment

The client is a world market leader in mobile road construction and road rehabilitation equipment. Additionally, they offer plants for mining and processing minerals or recycling material and for the production of asphalt to their customers. Through its technological expertise and innovation leadership, The company is ideally placed to provide end to end solutions from supplying the most innovative machines to application and service support and maintains its claim CLOSE TO OUR CUSTOMERS.

Highlights

90% Increase in Productivity

3 hours of manual work Saved by Automation

Over the past 3 Years of our partnership, enreap has extensively worked on multiple projects with the client and implemented a number of tools that would cater to their requirements.

Objectives

A help desk solution with customized workflows

To enhance the security between server & outside world network

To improve decision making

The Solution

The client's team was managing their requirements manually and wanted to move to Agile technology to keep up with the rapid growth. They reached out to enreap as their preferred Agile technology partner. enreap provided the client with premium quality implementation and support & give them a quality solution in a quick time.

enreap analysed the requirements and comprehensively implemented Jira Service Management in a record 50-hrs time, without causing any delay to any of the client’s requests.

enreap developed a custom plugin that would integrate with Linux Server and also help in configuring APACHE Server Proxies with existing applications in order to adhere to their compliance policies.

enreap implemented Jira Service Management to stop any malicious attacks from the outside. The company could now focus on providing their clients with better resolution in a quick Turn-Around-Time, identifying and fixing bugs on priority for uninterrupted customer support.

The easy Interface helped their internal team navigate without having to undergo hard training, thereby increasing their ability to help their clients.

Value Delivered

enreap developed & implemented custom tools for the client which optimized workflows, fully integrated the entire development lifecycle & automated their workflows. This helped them to backtrack & review performances on any particular ticket without creating numerous loops.

90% Better Productivity

Uncovered untraced issues & Enhanced Decision Making

Efficient Client Resolution

Cost Reduction

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Tags: #agiletechnology, #automation #helpdesksolution, #itsm, #JSMImplementation