Loom manufacturer Vandewiele selects 4me Enterprise Service Management to support its employees’ needs and to deliver optimized, user-friendly IT service.
Need for Efficiency
As a manufacturer of high-tech machines, Vandewiele attaches great importance to innovation. The entire company is highly automated, and almost all its employees depend on well-functioning IT. Vandewiele’s extensive IT team receives dozens of questions from colleagues every day: about PCs, software, printers, cyber security and so on. In order to answer these questions more efficiently and quickly, Vandewiele needed to streamline the process.
Laurent says: “We had an ITSM (IT Service Management) system for some time, but it was cumbersome and not really user-friendly. As a result, it was rarely used. Our end users preferred to call the IT service desk or send an email. They felt they could be helped more quickly if they contacted us directly than if they logged a ticket into our system. This resulted in lengthy email chains before a question reached the right person. That’s why we started looking for a more efficient alternative.”
Service Integration and Management
- The IT department is made up of specialists that work at different locations
- A more service-oriented approach, as prescribed by the ITIL best practices, was desired
In a short period of time, Vandewiele was able to really appreciate the benefits of 4me. “We can avoid sending emails back and forth between the user who has an issue and the IT support staff asking for more details. Moreover, with a number of frequently asked questions, users can solve the problem themselves based on the information we make available in 4me. In the service management methodology, this is called shift left: we encourage users to find the solution to simple problems independently by sharing our knowledge with them. This frees our team to tackle more complex questions,” Laurent explains.
Expansion to Foreign Branches and New Services
When asked whether he would recommend 4me to other companies, Laurent answers enthusiastically: “Definitely! For us, 4me offers a lot of advantages and I’m sure other companies can also make their IT support more efficient with 4me. The tool helps everyone in IT concentrate on their work.”
“Thanks to 4me, everyone knows what needs to be done first and which things can wait a little longer. This way, everyone in our team can easily save an extra hour every day.”
But even more important than the efficiency gains, according to Laurent, is the positive feedback from end users. “A good customer experience is crucial and our customers are our employees. We see that colleagues are logging more and more tickets via 4me, and we regularly receive compliments from users about how easily they have been helped. These things prove to us that 4me has been well received and that our users are satisfied with it.”
Vandewiele is also satisfied with the cooperation with Savaco and with 4me. “4me is very open to suggestions or comments from customers. For example, it has already made improvements to the system based on feedback. Also, the contact with Savaco has always gone smoothly,” Laurent explains.
Vandewiele continues to refine the setup of 4me within the company to further optimize its services. “In this way, we want to further define the various workflows within the system. We also want to share more knowledge in 4me for our users, in line with our shift-left strategy, and offer even more independence to solve problems.”
“A lot can still be done, but in the meantime we are already reaping the benefits from more efficient IT services. I can therefore strongly recommend 4me to fellow IT managers, just do it!”
Laurent Evrard. Vandewiele