Den Bosch, The Netherlands
IT Service Management
“Our old system wasn’t intuitive anymore, and was much more cumbersome, when it came to allowing users to submit tickets. Now, end users can easily submit tickets and we can adjust certain fields or functionality to see a full overview of our tickets in the system.”
~Jan-Willem Kuijpers, IT Director
Global IT Support Improves Customer Satisfaction with Samanage
RES is a pioneer in the digital workspace software industry, providing software and enterprise IT services to companies in 27 countries. RES boasts numerous patented technologies, faster time to value and superior customer support for more than 3,000 companies.
With an ever-expanding, global client base and the need to support internal teams in several countries worldwide, the RES IT team’s legacy platform was no longer providing the solution they required. But relying on an internally-built, on-premise software created limitations in efficiency for the RES IT Team.
“If you have an application which uses an outdated architecture, you will run into several challenges over time,” said Jan-Willem Kuijpers, IT Director at RES. “The application that we developed ourselves was no longer suitable for working remotely or on a global scale.”
The team of technology experts could have rebuilt their internal solution, but instead of spending time and resources on revitalization of the on-premise platform they decided to see what options were available from vendors that specialized in the services required.
“We had requirements that we simply couldn’t fulfill with our own solution, including asset management and global support for our customer base,” said Kuijpers.
A clearly-defined need for an agile solution to support their quickly-scaling customer base and their own internal expansion drove RES to search for a new IT service management platform. The new RES platform needed to meet the following requirements:
- Cloud-based software
- Incident management
- Change management
- Asset management
- Single sign-on
- Reporting and dashboard functionality
Kuijpers and his team looked into a couple of other solutions, but a referral led them to explore the Samanage solution in depth.
“We liked the opportunity to work with Samanage on constantly building and shaping their technology as part of their client base,” said Kuijpers. “Comparatively, the costs of Samanage and the benefits that we gain based on our team, made it the perfect match for us.”
Being able to track assets across their global organization and quickly pull data on each device has allowed the RES IT team to work more efficiently within their own internal teams. “In Samanage, we found an asset management solution that has allowed us to see a full overview of the devices we have across our company,” said Kuijpers.
“Our old system wasn’t intuitive anymore, and was much more cumbersome, when it came to allowing users to submit tickets,” said Kuijpers. “Now, end users can easily submit tickets and we can adjust certain fields or functionality to see a full overview of our tickets in the system.”
Kuijpers and his team have been able to gain better visibility into the incidents that are coming in and pull statistics by department, providing them with more in-depth information about what’s going on and where issues are regularly arising. However, one of the most surprising benefits RES found with Samanage was a new way to look into the support they are providing to the organization.
“Superior customer service is what RES is well known for,” said Kuijpers. “With Samanage, we can see our customer satisfaction index, which is at 97% with just over 7,000 cases logged since we implemented Samanage. We’re very proud of that high rating.”
With the ability to quickly see an overview of their tickets, manage the progress of incidents, and check on the status of happy customers with their customer satisfaction rating, RES found a solution that works for their growing team with Samanage.