100,000 users united through a self-service portal, simplifying incident management
Putting the User at the Heart of the Business
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Outline
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Transparency, collaboration, sharing and empowerment are at the heart of our Open Source philosophy. Adopting the “Open Way of Working” is all about making our business activity user-centric and quickly developing innovative and scalable solutions.
Nicolas Fanjeau
Information Technology Manager
Key Features
Knowledge base, incident management, request tracking, alerts
Sfide
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Offer users a user-centric experience
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Combine approximately 15 ITSM tools into one solution
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Make users less dependent of the Service Desk for incident management
Risultati
Increased Productivity
Thanks to the autonomy that the portal offers to users
Efficient Self-Service
+30% of incidents created via the portal +300 ready-to-use templates
Cost Control
30% decrease in the number of incidents for the Service Desk
Great use of the Portal
290,000 visits and 2,200,000 page views in 10 months