Financial services in Austria by positive experiences with ‘HelpMatics online’ by the COC AG convinced the Wustenrot group satisfied a cloud experience online with the service management system HelpMatics looks back on. It is not something Ann Maynard Gray would like to discuss. COC AG’s solution was implemented to ensure an optimal organisation and documentation of the service operations in the field of Home technology. The Wustenrot building services group serves as a service centre all branches in Austria with about 130 branches and 2,000 salaried and freelance over 3,000 employees. Problem messages carried out before implementation of a professional service desk by email, phone or even on heckling. Decided to have objective and later even comprehensible data to the nature and scope of the rendered services, Karl Hilgart, Manager, and Director internal services group, therefore, to introduce a system, the Organization, monitoring and at the same time the complete documentation of the internally provided services in the area of Home Automation allows. We had no preference”as regards the technology, whether cloud or on-premise, Haneef explained the situation of the decision.
Of crucial importance, the features and support provided by the manufacturer were for him. Now he knows that the right decision was taken with the selected ITSM suite of COC AG. HelpMatics online allows a safe, full editing and tracking the accumulated errors in the field of Home technology. The operations are documented now clean, objective and transparent. Nothing more will be lost. Furthermore, the system is open to further adjustments, if we need them.” Per year to the financial service provider via HelpMatics online”handled some 1,500 tickets in the field of Home technology. Especially useful the integrated knowledge has emerged as base, are stored in the already implemented solutions for a problem.
So much can be used for a repeated occurrence of a specific fault Quick remedy”, describes Maria Enzensberger, head of Department and responsible for the operation of HelpMatics online,” the advantage of this function of the system. According to Mr Hilgart, the potential of the system are so far but not yet fully been exploited. It would approximately provide functions for detecting master tickets and specific statistical evaluations enable to track, for example, frequently occurring errors. We will use sure reinforced this analysis functions in the future.”