SOLUCEO
The context
SOLUCEO is positioned as a privileged partner for its customers throughout the entire life cycle of infrastructure services
Established since 2003 in the Rhône Alpes region, SOLUCEO SOLUCEO currently has more than 25 employees and a turnover of over €9 million. SOLUCEO is positioned as a privileged partner for its customers throughout the entire life cycle of infrastructure services, from the opportunity study to the maintenance in operational conditions.
Maintaining strong partnerships with suppliers of state-of-the-art technologies (VMWare, NetApp, Veeam, Sophos, WatchGuard, Microsoft, Dell, HP, etc.), SOLUCEO takes particular care to design and deploy the most relevant technical solutions, and to keep them operational in all conditions.
SOLUCEO maintains a relationship of trust with its clients based on the commitment and expertise of its employees: this culture is a key factor in the success and sustainability of the company, and therefore of its clients' businesses.
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At Coservit, we appreciate the editor's ability to make the product evolve according to our feedback and expectations.
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Business issues
From the beginning of the company, SOLUCEO employees had built a production system based on two Open Source technologies, the GLPI ticketing and supervision Centreon. SOLUCEO employees were also in charge of maintaining and upgrading these software tools. These tools were primarily intended for employees, and were not sufficiently collaborative with customers.
Why ServiceNav?
The answer
The redesign was carried out in three stages: 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 document all production actions on all product services very quickly. At the same time, SOLUCEO has implemented the supervision ServiceNav on a key client for whom the production of service weather and SLA indicators was an essential deliverable.
In a second phase, in May 2016, SOLUCEO was able to benefit from the portal ServiceCenter This unified system allows customers to cooperate with SOLUCEO around a dashboard displaying the 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 has found 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 our teams, who are strongly motivated to evolve and make proposals, 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, enabled us to drive the change. These are things that should not be overlooked in a transformation project of this type. .
The key features of the solution, for your uses
Monitoring
- Quick deployment and quick learning of the product
- Catalogue of control models
- Operations Dashboard: Team Efficiency
- Strong native integration with ticketing: full traceability
- User services weather: automatic SLA calculation and information system management
CRM / Support module
- A single unified portal for customers, web and mobile
- A simplified interface for employees working in the field: entry of interventions, entry of time, signature of work orders on mobile touch devices
- Simplified monitoring of the consumption of service contracts
The benefits
Measurable product benefits
The synthetic view of the customer base supervised in the operating dashboard reinforces the reactivity and productivity of the teams. At a glance, the General Management can see the state of health of the fleet on a geographical map of the customer sites.
With thenative ticketing integrationThe creation of tickets is controlled and in one click: no duplicate tickets for the same alert. The teams focus on two backlogs: unacknowledged supervision states and open tickets. The follow-up is simple and fast.
SOLUCEO mobile experts report on their work in real time using a simplified interface adapted to their use. With the client signing the work orders on this interface, administrative work is simplified.
SOLUCEO now wants to go further with the ServiceNav offer: for example, by using the inventory module, it can offer its customers streamlined management of their Windows assets.
Marc DERBEY: " We appreciate Coservit's ability to make the product evolve according to our feedback and expectations. Coservit knows our business. We have a strong need for reactivity when it comes to taking into account new technologies to be supervised: the implementation time of our services relies heavily on this reactivity, and Coservit knows how to respond technically, but especially in terms of their commitment. Conversely, we share with Coservit the challenges we face, to ensure that the product will provide quick answers."
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We are building a long-term partnership together.
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