To have a Services ERP and control the support chain, to decompartmentalize access to information between teams
Established since 1991 in Auvergne and one of COSERVIT's first partnersABICOM is a key player in the integration and distribution of IT equipment and services.
The company has 50 employees and achieves a turnover of more than 12 M €.
The evolution of the tools around the service took place in 3 main phases.
The Phase 1 was the acquisition of ServiceNav monitoring in 2010to deliver a managed service to a major customer. This service includes the maintenance in operational conditions and the evolutions, ServiceNav is the support tool of this service.
The choice of the solution was based on the richness of the proposed catalogue, the reporting offer, and the general ergonomics.
The geographic proximity of the teams was also an asset in the initial implementation.
This supervision base then allowed ABICOM to rationalize its management of the workstation park, by setting up a tool dedicated to the management of changes (Phase 2)
The choice, in 2016of ServiceNav CC and the support was done in continuity with the use of ServiceNav monitoring. It represents the Phase 3.
ServiceNav's integrated approach allows for a single account for both the customer and the technician, dedicated to the different uses of the web portal: supervision, creation and follow-up of support requests, on-site interventions, reporting.
The native link with the backoffice (based on Sage CRM) was relevant insofar as the single customer base had to be interfaced with a SAGE ecosystem (Sales Management/Accounting), in the context of a single Commerce/Technical base.
COSERVIT's experience in service, supervision and CRM was also an asset.
COSERVIT's approach to this project allowed for continuity, as the solution implemented in 2010 is still in use, up-to-date, and interfaced with the one deployed in 2016.
The key features of the solution, for your uses
- Enable a gain in proactivity on incident reports, reduce the risk of production stoppage
- Improving the quality of service
- User Services Weather
CRM / Support module
- Make the technical and commercial teams communicate, standardize the level of information
- Extranet portal for end customers: entry and follow-up of requests
- Extranet portal for technicians: signing of work orders on mobile touch devices
Measurable benefits of our products
The actions carried out in ServiceNav monitoring make it possible to anticipate and reduce malfunctions, and thus significantly increase the quality of the service offered.
The module support offers ABICOM's customers a better follow-up of their requests and a reinforced interaction with the technical teams, participating in the loyalty.
The native link with the backoffice (based on Sage CRM) has enabled a real departitioning from informationThe result is time savings and better information quality.
ABICOM believes that the ServiceNav offer has a strong potential, which is still under-exploited for internal reasons, and will seek to increase the power of advanced functionalities over the coming months and years.