Savaco wanted a modern, multi-tenant service management application that was fit for the future.
IT solutions with impact
Savaco is a professional IT service provider, based in Kortrijk, Belgium, which specializes in solutions with impact. It was set up in 1991, now has more than 130 employees and has an annual turnover of €30 million. It offers high-quality IT solutions that help companies and organizations to realize their objectives.
Savaco historically had a self-developed ITSM tool comprising service management, ERP and invoicing functions. The organization decided it needed a modern service management application with a future-oriented vision and architecture. It was looking for an application that was truly multi-tenant, so there would be no risk that the confidential information belonging to one customer would become available to another. Savaco wanted each customer to use the same tool set-up and have their own service management platform. It wanted easy and quick integration with customers, but the freedom to tailor the tool for both the organization and its customers.
Savaco looked at TOPdesk, ServiceNow and OMNITRACKER, before selecting 4me.
Louis Sabbe, Business Development Manager for Cloud Apps at Savaco, says: “The SIAM capabilities of 4me, resulting in superb collaboration possibilities, is something we really needed and that only 4me could offer us.”
- Requirement for a truly multi-tenant solution
- Quick integration with customers
- Freedom to tailor the tool for both the organization and its customers
Implementation and Training
The scope of the initial deployment included Service Level Management, Incident Management and Request Management, with other processes to follow. SSO, Active Directory and a self-developed ERP system were integrations built into the 4me tool.
4me held three half-day workshops, which were attended by all the relevant decision-makers at Savaco. These workshops helped to determine how to set up 4me and tailor it to Savaco’s needs. Classroom training was provided to all Savaco specialists. Louis Sabbe, says: “In total, less than two weeks of technical services were needed to go live with 4me. We were impressed with how fluent the implementation was. It was on time, on budget and on spec. Offering good services in a transparent way is the essence of what Savaco does. Evolving to a new application to offer such services is a giant step.”
Since implementation, Savaco has found the multiple out-of-the-box metrics on areas such as customer satisfaction particularly useful. The service integration and collaboration between external providers, customers and Savaco has impressed not just this organization, but also its customers.
Louis Sabbe explains: “One of our customers, who wasn’t using 4me but to whom we’ve opened the self-service portal that comes with 4me, gave us the following feedback a month after go live: ‘I could no longer live without it’. This says it all.”
“One of our customers, who wasn’t using 4me but to whom we’ve opened the self-service portal that comes with 4me, gave us the following feedback a month after go live: ‘I could no longer live without it’. This says it all.”
Louis Sabbe, Savaco