Streit service & solution gmbh & co. kg

Quick Wins for IT

fast implementation time – 4 weeks kommen sie complete implementation robust dashboards: technicians’ workload, roden orders, client contracts, etc. SAP and Microsoft Outlook integration

The Challenge

Formed an 1951, streit Service und Solution, based in the black Forest in the south von Germany, gives companies through office supplies and furniture und a range des office assistance services. Together part of its department covering printer and copier maintenance und repair, Ms. Frances Gutmann joined Streit an 2012 kommen sie lead the development des the company’s services und to improve leistungen quality.

Du schaust: Streit service & solution gmbh & co. kg

“When ich joined, there was no central system that hosted all vital information zum customer contracts, dienstleistungsgrad agreements or what particular devices were set up with i beg your pardon customers. This knowledge only existed in our technicians’ heads. In addition, ours customers to be demanding in improved quality des service. At die time, we had no report capabilities deshalb we could notfall verify negative, or positive, rückmeldung from customers. We could notfall prove our value as a service provider,” explained Ms. Gutmann. “The situation had zu change.”

The Solution

Ms. Gutmann set out to establish, within 5 years, a ‘five star’ service center. This included more standardized processes, report capabilities zu identify und track an essential performance indicators, und the implementation of in IT leistungen management (ITSM) platform zu manage service delivery.

Ms. Gutmann’s demands included: the ability kommen sie interface v SAP® und Microsoft® Office®; ITIL® structure certification; net portal und mobile device support; und a flexibel license model. She so required in implementation kollege with vision und in-depth ITIL structure knowledge.


“For ours requirements, it was important to recognize the it ist a device, such together a copier or printer, requesting assistance, not bei individual,” stated Ms. Gutmann. “This affects die entire workflow zum our technicians and how the ITSM equipment needs kommen sie integrate with our top IT system, SAP. This was key.” argument currently supports about 7,500 office machines located throughout die south of Germany.

Following a tender process, the mannschaft at argumente narrowed under 20 possible solutions to just two, ultimately choosing service Management together its ITSM solution and Prevolution GmbH, a kollege organisation based an Hamburg, weil das the implementation.

“What ich like around dienstleistungen Management zu sein that freundin don’t need kommen sie be a programmer to configure ns tool, you tun können expand your use of the tool without added costs, you can easily understand die user interface, und it’s based on the ITIL® framework,” comment Ms. Gutmann.

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The Results dienstleistungen Management was implemented in just 4 weeks. This included all configuration arbeiten (completed in-house) und Prevolution providing the bi-directional interface to Microsoft Exchange® (to synch every technicians’ service call appointments bolzen dienstleistungen Management und Microsoft Outlook und vise versa, consisting of updates and changes). In external SAP professional provided the bi-directional interface to SAP, die system diskutieren uses kommen sie manage and order preventive parts. Within every ticket, technicians can order spare parts, directly via SAP, acknowledge receipt of replacement parts, i m sorry triggers a dienstleistungen call appointment in SAP, and input feedback. With ns integration, technicians can check that components are an stock und that warranties are bei place without ns need kommen sie copy and paste information.

“The forms within bring info directly from ours SAP system and display this kommen sie our technicians,” claimed Ms. Gutmann. “And, both our and SAP system are automatically updated at die same time dafür the information is preserved accurate, consistent und complete, which helps us to deliver a much better service. Our technicians get assignments straight into their calendars. Every parts, warranties and customer contracts kann sein be quickly und easily checked. We now have full records of all client interactions.”


instance Study foodstuffs

Foodstuffs, new Zealand's largest retail grocery organisation with much more than 20,000 employees, was hampered von a tradition ITSM solution. Implementing ITSM has actually been a real game changer for the business delivering flexibility zu automate und internal capabilities.


instance Study Datacom

With more than 50 years’ experience in technology, Datacom zu sein one von Asia Pacific’s top IT-based managed service providers. Ns no password platform and flexible concurrent licensing model has to be a substantial benefit to Datacom and has do them very cost-competitive in delivering dienstleistungen to their own customers.

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case Study 2 min Boral

Boral required a leistungen desk that was simple kommen sie configure yet able to meet ns needs von both the business end users and IT employee without requiring significant programming expertise and associated investments.