The overhaul was carried out in three key phases: a purchase at the beginning of 2016, and a very rapid implementation of the ticketing module. ServiceNavin less than three months. SOLUCEO was thus able to benefit from the ready-to-use configurations of the Sage CRM production back-office, and was thus able to very quickly document all production actions for all product departments. At the same time, SOLUCEO implemented the supervision of ServiceNav on a key client for which the production of a weather service and SLA indicators was a key deliverable.
Secondly, in May 2016, SOLUCEO was able to benefit from the portal ServiceCenter unified, allowing customers to cooperate with SOLUCEO around a dashboard displaying IT services weather, requests and resolution actions.
In a third phase, all SOLUCEO customers migrated to ServiceNav supervision. This migration was completed at the end of 2016.
SOLUCEO was able to find in the ServiceNav offer, beyond the functionalities of the highly integrated software suite, an approach that is both turnkey, fast and scalable.
Marc DERBEY : " Without the motivation of the teams, who are highly motivated to evolve and to be a force for change, we would not have succeeded. The strong joint involvement of Coservit and SOLUCEO up to the level of General Management, and the mutual understanding of our businesses, has enabled us to drive change. These are things not to be overlooked in a transformation project of this type.
The key features of the solution, for your uses
Monitoring
- Quick deployment and product handling
- Control model catalogue
- Operations dashboard: team efficiency
- Strong native integration with ticketing: total traceability
- User services weather: calculation of automatic SLAs and information system management
CRM / Support module
- A single unified portal for customers, web and mobile
- A simplified interface for employees on the job: entry of interventions, time entry, signing of work orders on mobile touch devices, etc.
- Simplified monitoring of service contract consumption