SRVISIONDAYS 2022

SUCCESS STORY

SRVISIONDAYS 2022

Tom Van der Aa from Circet and Richard Moeliker from Stern share their experience with 4me as as strategic service management platform.

Acun Medya

SUCCESS STORY

Acun Medya

Acun Medya Opts for One Complete Enterprise Service Management Platform for the Whole Company

HEADLINE SUCCESS

SEAMLESS COLLABORATION

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INCREASED SERVICE AGILITY

100% VISIBILITY ACROSS THE COMPANY

Different business functions and different workflows are now successfully supported on a single future-proof ESM platform

Acun Medya was established in 2004 by creative force, entertainment and sports enthusiast, digital platform owner, and operator Acun Ilıcalı. It is a leading international production company and broadcasting group, producing worldwide formats including Come Dine with Me, Deal or No Deal, Got Talent, My Man Can, My Style Rocks, Power of Love, Fear Factor, Survivor, MasterChef, Dancing with the Stars, and The Voice.

In addition to producing daytime and primetime content in Europe, South and North America, Acun Medya produces its own sports-reality format EXHATLON and operates two national mainstream TV channels in Turkey: TV8 and TV8,5. Furthermore, it owns streaming service Exxen, Turkey’s digital platform, and recently acquired the English soccer club Hull City.

Acun Medya is growing rapidly and currently has offices in Turkey, the Netherlands, Greece, Mexico, Romania, Hungary, Malta, and the Dominican Republic, with plans for further expansion.

Tackling service complexity with one platform

The main issue Acun Medya was looking to solve was organization complexity. Over the past ten years, the company has grown exponentially into an international organization with staff frequently working at offices in different countries. Some of the employees work in a different country every six months. It had to be made as easy as possible for them to get all the necessary support from wherever they are.

There is some local support for services in some countries, but in many cases, the support functions deal with requests from several countries.

Acun Medya looked at many different task and project management tools, including Monday, Asana, Jira, and Trello. They also looked at ManageEngine, but that only supports one department, whereas Acun Medya has many different functional support teams, such as HR, Administration, IT, Maintenance.

Eda Takbak Şahin, PMO and Process Improvement Director at Acun Medya, explains: “One perfect platform for all is what we were after. Not just IT.”

They came into contact with 4me via ManageEngine. Eda says: “We listened to 4me just days before we were about to sign a contract with another company, and we were convinced. We had received a good offer from one other party, but we only had one weekend to decide. We spent the weekend trying to understand 4me and changed our minds.

“In the end, we decided to switch to 4me within two weeks. It was a swift decision, but it was obvious that 4me could handle everything we needed. It is a very complete and scalable platform that provides full cross-enterprise transparency. It is easy to create workflows and manage all our services and are able to work with different service catalogs in the different countries.”

Language was also an essential function for Acun Medya. 4me supports lots of different languages and also translates where necessary. Many Acun Medya employees only work in their mother tongue, and everyone is now able to write their issue or request in their own language, and support teams respond in their own language. Everyone understands each other.

Industry
  • Media production
Location
  • The Netherlands, Turkey, Greece, Mexico, Romania, Hungary, Malta, and the Dominican Republic
Challenges
  • Acun Medya has been growing rapidly in many different countries. It was looking for a solution to help it solve cross-enterprise service complexity for all departments.
Solution
  • ESM/SIAM/Mobile

“We now have complete visibility, which is a big plus for everyone. Customer experience has dramatically improved, and it provides us with complete control of service quality and cost. We can see how services perform, which ones create value for us and which ones need improving. This will result in a lot of time and cost savings in the future.”

Eda Takbak Şahin
PMO and Process Improvement Director, Acun Medya

Implementation

The implementation was done by 4me in collaboration with the team at Acun Medya. Ekrem Inan, the Service Management Architect at 4me, conducted the initial training for the small core team at Acun Medya. After that, they were able to enter all the services themselves supported by 4me. Together with the different teams, they analyzed which services they needed in 4me and the kinds of workflows and necessary approval processes. Service catalogs were created in collaboration with the different functions, and 4me then helped organize them.

Ayberk Gönülkırmaz, Process Improvement Team Leader at Acun Medya, says: “Right from the start we included all departments, and we divided the implementation by location. The Dominican Republic went first and was completed after one month. Then came Turkey. Within four-and-a-half months, we implemented all services for Turkey and the Dominican Republic. Of those four-and-a-half months, 4me spent the first two to three weeks implementing the solution, and after that, the team at Acun Medya was able to implement most of the services themselves.”

Eda adds: “The implementation really exceeded my expectations because I expected that we would analyze our workflows and services and would need 4me a lot for the implementation phase. But 4me provided us with some key pointers and, after that, it was really easy to implement everything ourselves. 4me just helped in the case of non-standard issues.”

Training

The implementation team, which in the case of Acun Medya was not an IT team, received around 12 hours of training from 4me in the first week. The support team members only needed a one-hour training session; that was enough to get them started. They received their login and it was easy for them to find their way around the system.

In collaboration with 4me partner BilgeAdam, a presentation and a short user manual were prepared for support teams to look up things after the training and go live.

Scope

  • Request Fulfilment
  • Problem Management
  • Incident Management
  • Service Level Management
  • Workflow Management
  • Project Management

Integrations

SSR, Active Directory, Oracle, IDM.

Go Live

4me partner BilgeAdam supports Acun Medya since the go live.

Alper Önsoy, Vice President Technology Services & Marketing at BilgeAdam Technologies, says: “We have come across many ITSM/ESM solutions, but 4me is different. There are tools on the market that are easy to deploy, but they lack vision. And there are ‘big’ tools with huge sub-tool divisions, but they are difficult to use. 4me is easy to use, but it also has the enterprise vision and features.”

BilgeAdam also has a 4me account. Acun Medya raises an issue ticket in 4me, and BilgeAdam or 4me responds and offers support in 4me.

Eda says: “From our side, a small team is enough to handle it. When you understand the basics and how to create a workflow, you can create others easily. That is definitely one of the things that impressed me once we started using 4me. We can solve a lot ourselves.”

“When we started working with 4me, we received all sorts of requests; can we add this, can we add that? We asked 4me and yes, yes, yes, it was all possible. Everyone was surprised at how adaptable and scalable the solution is.”

Acun Medya has found that 4me also works very well for end users as it is straightforward to use. Eda explains that they now just go to one platform and, if they can’t solve their issue in the 4me Self Service portal, their request will be directed to the right support teams.

Before 4me, they had to send request emails or apps and they were never sure who to address them to. For example, if someone had a problem with their home in a particular country, they would not know whether they should contact administrative services or the accommodation team. In 4me, this is straightforward. Requests don’t get lost in the system; you find the correct templates to open a request, and it automatically goes to the right team. Everything works easily.

The services are set up by location; If someone is working in the Dominican Republic, the location is automatically changed in the system and they get the relevant services for that location.

The end users can easily see how long it takes to solve an issue; they can follow the progress of their case as the system is completely transparent and they are kept informed at every step.

Eda says: “In our company, many people don’t have desks. With 4me, they can do everything via the app on their mobile as well. So, we see no frustration there.”

It is also very easy for support team to report on the workload now, including how much they process per month, what the status is, and so on.

Results

Eda says: “We now have complete visibility, which is a big plus for everyone. Customer experience has dramatically improved, and it provides us with complete control of service quality and cost. We can see how services perform, which ones create value for us and which ones need improving. This will result in a lot of time and cost savings in the future.”

Many different functions and different workflows are supported in 4me. Acun Medya currently has 110 service instances in 4me for nine different functions. Over 2,000 employees are supported in 4me in their own language, and the total number of employees that support those functions is around 150.

Eda explains: “Around 3,000 requests per month are being handled in 4me, which in this case is a good thing as people are adopting the system and everything is being channeled through the one platform. We now see, team by team, what people are working on and what the satisfaction levels are. We have the chance to improve the quality of the services delivered where necessary, so the customer experience goes up.

“The service catalogs play an important role. Based on the different locations and services, they make things much clearer and, as a result, the user experience has improved.

Because of our understanding of the product, we were able to analyze what we needed where and be more agile. Because we can implement case by case, there is no need to wait for everything to be ready.”

Eda emphasizes that Acun Medya uses 4me for its complete enterprise service management as the intention of the entire project was to reduce service complexity across the enterprise. IT is just one of the many departments that use the platform. Some 80 percent of the usage is non-IT. The different departments that use 4me are Administrative Affairs, IT, HR, ERP, CDM, Accommodation & Travel, Security Services, and Healthcare. And more are set to follow.

Eda says: “By implementing this tool, we have been able to improve all our processes. It is easy for us to create workflows; there is no need to have coding capability. An analytical mindset is enough to understand how it operates. We can implement most of the things ourselves but, when necessary, we receive excellent support from 4me, they are very accessible.”

“I would recommend 4me to any company looking to transform their enterprise service management and simplify and improve processes. It provides complete cross-company visibility, is easy and fast to implement, user-friendly, and highly scalable.”

Eda Takbak Şahin
PMO and Process Improvement Director
Acun Medya

SCALE IT

SUCCESS STORY

SCALE IT

4me Provides SCALE IT with Complete Visibility and Control of Service Cost and Quality

HEADLINE SUCCESS

costs

CLEAR INSIGHT IN COST & QUALITY

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SUPERFAST IMPLEMENTATION

workflow

END-TO-END TRANSPARENT WORKFLOW

After a superfast implementation of 4me, the entire workflow is now transparent across the whole chain

Setting up, improving, or outsourcing IT management is the core business of managed service provider SCALE IT. They are always on top of new developments in the field of IT innovation, thinking about what this means for their customers and helping them make their IT service organization ready for the future. SCALE IT aims to create organizations where people can work pleasantly everywhere, and above all, to make IT work for their customers and ensure that IT generates money instead of costs.

SCALE IT is a rapidly growing startup focused on small and medium-sized enterprises (SMEs). They believe that the IT environment in organizations should simply work. Every day. And from anywhere. To that end, they offer the SCALE IT Workspace: a flexible digital workspace that is secure, scalable, always up to date, and fully managed. So that customers never have to worry about their IT environment again.

Time to switch to a future-proof solution

Right from the start, SCALE IT was using TOPdesk to manage their services, but soon enough they felt it was time to switch to a more comprehensive and future-proof solution for themselves and their customers. 

The main reason to switch was to get more insight into hours worked and productivity; how much time do you actually spend on a customer and real-time customer reports? Just basic things that were not well-arranged in the TOPdesk solution. Even obtaining a little insight would take far too much time. 

Nico Dreef, CEO of SCALE IT, explains: “Understanding the true cost and quality of our services is what we were looking for. Writing hours, justifying hours, being able to attribute hours to customers and services, and in particular, insight into the entire ticket handling. What do we spend on a customer, and especially how much time? We just didn’t have that information.” 

The team looked at several options, including TOPdesk and ServiceNow, but when they came across 4me and saw what it could do for them, they were sold. “As we all know, ServiceNow is pretty expensive, and from experience at a previous employer I learned it is also quite complex and labor-intensive.”

Ease of implementation was another reason to select 4me. The team had heard about the fast implementation from other 4me customers, so they were confident this was going to work.
Halfway through the implementation process, the team at SCALE IT heard that one of their biggest data suppliers has also chosen to switch to 4me. This was another confirmation that they had chosen the right solution.

Industry
  • Managed IT Services
Location
  • The Netherlands
Challenges
  • Scale IT was looking for a next-generation service management solution that would give them complete overview and insight into the actual cost of each of their services.
Solution
  • ITSM/ESM/Mobile
“Everyone can see everything now. That’s the essence of 4me. I value the ability to make the entire workflow transparent throughout the whole chain from customer to end service provider. We are so impressed with the 4me platform that we have also included the 4me service portal in our service portfolio to serve our customers better.”

Nico Dreef, CEO of SCALE IT

Implementation

The implementation was done in collaboration with 4me partner Bright Octopus. The whole process went very smoothly and according to plan. 4me was implemented within two months. Nico: “The collaboration was great, very interactive. They listened to what we needed, asked the right questions, came up with good solutions, and challenged us where necessary. That was a big plus.”

Two workshops were organized beforehand to see how the organization was doing. Bright Octopus and 4me emphasized that this was also a good moment to organize things slightly differently and smarter. Together, they had a good look at the service catalog. That is the essence of 4me. What do you offer, and what services do you need to provide? This is now all specified in 4me, and SCALE IT has even informed sales that they can only sell those services that are specified in 4me.

“What helped was that the consultants at Bright Octopus were both former managers at managed service providers, so they were able to sit on the chair on the other side as well. For example, they asked if we had ever thought about a separate administrative unit. They advised us to create a separate unit, giving us much more control over our administration. Together we made some changes to the organization that led to real improvements.”

Training

Some of the training was done during the workshops that were organized beforehand. The 4me CBT training portal and environment were also used to train things that were of critical importance for SCALE IT. After that, small groups were trained in their own environment as it is all about their way of working. This went well as it quickly became very tangible.

Scope

  • Request Fulfillment
  • Incident Management
  • Knowledge Management
  • Configuration and Asset Management
  • Service Level Management
  • Change Management
  • Project Management
  • Time Tracking
  • Financial Management
  • Risk Management

The scope was already expanded during the implementation. Knowledge management, for example, was not actually planned, but Bright Octopus showed it, and SCALE IT started working on it. This works very well. The same goes for resource planning and management. This was also already deployed so that staff had experience with it before the go-live. In the end, time writing was also included from the start, while it was actually planned for phase 2.

Integrations

So far, SSO and Active Directory were integrations that were included as part of the implementation. In the near future, SCALE IT is planning an integration with one of its cloud and data center providers.

Go Live

The go-live was a success. What helped is that SCALE IT involved some of the key users in the implementation project group, which worked really well. They knew what to expect and were able to give constructive input during the implementation process.

Nico: “People clearly like working with the tool. If there were any complaints, you would hear some of them right away; they tend to be very outspoken. But in this case, no news was good news.

“They all just started working with the new tool and we only got positive feedback about the ease of use, the design the communication to the customer via email. It all looks great.”

“The collaboration between Bright Octopus, 4me and SCALE IT also went well; the whole process was completely transparent. Any questions went via Bright Octopus to 4me with everything visible for all parties. We also had 4me developers giving explanations in the tickets, about features, requests, and such. That route was set up fairly quickly, so the chain is running smoothly.”

All new customers and most of the existing customers now work in 4me. At the moment, everything is focused on IT, but SCALE IT would like to roll out 4me to other departments like HR and facility management in the near future.

Results

Nico: “Everyone can see everything now. That’s the essence of 4me. A ticket with the same number across different domains, customers, suppliers. And with the push of a button, you have your service level report. This is service delivery the way SCALE IT likes it.”

“Time writing works perfectly, and I am a big fan of the app; it is very accessible and it’s easy to add attachments. I use it for everything now; there’s no need to go to the service desk anymore. In fact, the whole ticketing process is very accessible and easy to use. Everything is just right. Much better than before. It is all very intuitive. And on top of that, the look and feel, which was perceived to be a bit simple at the demo stage, really worked out very well.”

In terms of metrics, the situation can’t be compared to before. At SCALE IT, 4me is now used for everything really. On top of that they now have finally metrics, whereas before, they didn’t.
“I value the ability to make the entire workflow transparent throughout the whole chain from customer to end service provider. We are so impressed with the 4me platform that we have also included the 4me portal in our service portfolio to serve our customers better. It is now an integral part of our service.”

“4me in combination with its partner Bright Octopus worked perfectly. It was a productive way of working together; we received good advice based on questions, answers, and interpretations. At times we were also challenged, and the result is an excellent product that gives us all the insight we need.”

“We quickly realized that with 4me, we had the best tool on the market; very complete, fast to implement, easy to use, and with flexible licensing. 4me has everything you could possibly want built in the tool, and is ready to use. But you only use and pay for what you need.”

Nico Dreef, CEO of SCALE IT

Pick n Pay

SUCCESS STORY

Pick n Pay

Pick n Pay Transforms IT Services With 4me’s Complete Enterprise Service Management Platform

HEADLINE SUCCESS

staff

HIGH ADOPTION RATE

workflow

SEAMLESS WORKFLOW AUTOMATION

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INCREASED ADOPTION OF SELF-SERVICE

Comprehensive next-level ESM platform enables complete cross-enterprise workflow automation.

African retail giant, Pick n Pay Group operates close to 2,000 stores across multiple formats in eight countries across southern Africa, including a 49% investment in TM Supermarkets in Zimbabwe. With a 54-year history, Pick n Pay benefits from strong brand loyalty and broad socio-economic appeal within the regions it serves. The Group follows a flexible investment and business model, seeking to find the most effective and appropriate operating model for a particular region; for example, operating company-owned stores, working alongside effective franchisees, or investing in businesses with established partners, while providing management support.

One Complete Cloud-Based ESM Solution to Transform IT Services

As they continue to transform digitally, Pick n Pay IT, the centralized IT division, was looking to speed up the transition from a pure IT service management (ITSM) model to an all-encompassing SaaS-based enterprise service management (ESM) platform, to streamline the collaboration between support teams, external service providers and consumers of the IT services.

Before 4me Pick n Pay used BMC Remedy for incident management, request fulfillment, problem management, and change management was done via an alternative method, and self-service was not used. Pick n Pay IT decided it was time for a next-generation service management solution to support their ambitions.

With the new solution, Pick n Pay IT wanted to avoid issues around availability, upgrades, and delays on new functionality delivered to the business.

Marius Wiese, IT Manager at Pick n Pay, explains, “We were looking for a cloud solution with better availability and business continuity and an ‘outside-in focus’ or service-oriented solution.

“This new ESM solution would have to provide full workflow automation, including seamless integration with third-party providers while providing us with complete control of service quality and cost. And we wanted ownership of such a platform to be brought back in-house.”

As part of the RFP process, Pick n Pay IT invited all the leading service management vendors. Marius: “After careful consideration, we decided to go for 4me, as the platform ticked all our boxes and some. We were immediately impressed with 4me’s complete enterprise service management solution, including their flexible licensing model.”

Industry

  • Retail

Location

  • South Africa

Challenges

  • Pick n Pay were looking to speed up transition from a pure ITSM model to an all-encompassing SaaS-based ESM platform.

Solution

  • ITSM/ESM
Marius Wiese

“We like the ability to scale license usage up or down from month to month without licenses expiring, the ability to add multiple roles to a single user while only consuming a single license, and the named licenses, which enable better control of the license usage. Also, you don’t need separate modules for everything. It’s all included.”

Marius Wiese, IT Manager at Pick n Pay

“In addition, new updates and features in 4me are pushed out every week and it’s up to us to decide whether to exploit them or not.”

“What was also beneficial was that 4me made it possible to have a QA environment for testing and access to demo environments for training purposes at no additional cost.”

Implementation

Blue Turtle Technologies helped Pick n Pay with the implementation of 4me. From day one to go live, it took 180 days to implement.

Marius: “The whole project was finished on time and budget. Throughout the process, 4me and Blue Turtle were very responsive to our needs, and we were given easy access to all levels of resources if needed. The trust functionality enabled us to escalate any issues very easily between ourselves, Blue Turtle and 4me, and enabled visibility of updates on these requests, with direct access to 4me if required.”

Training

Virtual classroom train-the-trainer sessions were provided by Blue Turtle and, in combination with the self-training in 4me itself, this worked really well.

Scope

  • Request Fulfillment
  • Incident Management
  • Service Level Management
  • Change Management

Integrations

SSO, Active Directory, Control-M, Dynatrace, Navision, In-house web-based applications.

Go Live

Marius: “Thus far, the process has been seamless, and, after planning and mapping out the deployment of the 4me platform, we were able to switch our 450 support experts and 104 support teams over onto the system within one day.”

Going from a traditional CTI (Category/Type/Item) type approach to a service-centric approach required a change in mindset, but everybody quickly saw the benefits of this switch.

Marius: “What is great is that since we went live with 4me, we’ve been approached by other business teams and employees wanting to adopt the platform, making our life very easy. Everyone likes the user interface and is really impressed with the speed and ease of use, which clearly drives adoption.”

Results

Since Pick n Pay has started using 4me, the reporting and Dashboard have eliminated the reliance on spreadsheets and there is seamless collaboration between support teams and end users.

Marius: “Also, the quick and easy development of small system integrations and onboarding of other business units have provided us with an agile approach in taking on new services.”

“The implementation of 4me has been very successful. There have been no major issues since go live, and all functionality required was delivered on budget and on time. We’ve received very positive feedback from users on the responsiveness of the application and the ease of use. The adoption rate is high, and we have seen a significant interest in self-service usage, which will be a real timesaver when you handle around 35,000 tickets a month.”

Marius Wiese, IT Manager at Pick n Pay

Vitality

SUCCESS STORY

Vitality

4me at Vitality speeds up the transition from ITSM to ESM and facilitates collaboration with external providers.

vitality

ZFV

SUCCESS STORY

ZFV

4me’s easy-to-use service management solution provides ZFV with complete visibility and control over their services

zfv logo

HEADLINE SUCCESS

COMPLETE TRANSPARENCY

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IMPROVED USER EXPERIENCE

ontime

HIGHER SUPPORT EFFICIENCY

ZFV serves its customers with a new innovative and easy-to-use service management solution.

Founded by visionary Zurich townswomen in 1894, ZFV is today one of Switzerland’s leading and most diverse hotel, catering, and bakery companies in Switzerland. ZFV looks back on more than 125 years of success, which saw a turning point in 2020 when, like the rest of the hospitality and hotel industry, they were hit full force by the COVID-19 pandemic.

With around 2,000 employees and almost 200 companies, ZFV is active in all four parts of the country. As a cooperative, ZFV is aware of its social responsibility, always keeping the values of its founders in mind and showing that entrepreneurial thinking and responsible business complement each other sensibly. They inspire their guests and customers with innovative and varied products and services and take their role as a responsible employer seriously by offering their employees attractive working conditions.

A need for more transparency and simplicity

ZFV was looking for a modern cloud solution that works according to the principles of ITIL. Previously, ZFV’s ticketing system was covered by SharePoint where the user could record his problems. Someone then took the request and processed it. Unfortunately, there was no overall overview of who had taken which ticket, hardly any statistics, and it was confusing which requests were completed or still open. Obtaining a history of requests was difficult and very time-consuming.

Gérard Korda, Head of IT Operations at ZFV, explains, “We were looking for transparency and simplicity. The new tool had to be able to display the complete history of support cases in just a few steps and be easy to use for the customer. It is important to us that our support specialists, as well as our customers, can resolve a new support request in a simple, speedy and modern manner.”

ZFV wanted one tool and one central place where everything, now and in the future, from authorizations to orders, could be processed. They also wanted to store email requests and responses from the customer centrally. And they wanted to be able to extend the tool at any time and roll it out to other departments supporting proper Enterprise Service Management.

Industry
  • Hotel, catering and bakery business
Location
  • Switzerland
Challenges
  • ZFV was looking for an easy-to-use and modern service management solution that would give them complete overview and control of their services.
Solution
  • ITSM/ESM

“I would wholeheartedly recommend 4me to other companies looking for a new and modern service management solution. It is intuitive and comes with all the necessary functionalities and is absolutely fair in price.”

Gérard Korda, Head of IT Operations, ZFV

Implementation

ITConcepts successfully carried out the implementation within 90 days. All according to plan, despite the pandemic. Gérard: “Our collaboration with ITConcepts and 4me was very pleasant and the implementation was simple and straightforward. Thanks to the fast implementation, we were able to save costs even faster.”

“Interfaces for financial accounting and import of contact lists from Sharepoint into 4me were more of a challenge, but with a bit of brainpower, this was swiftly resolved.“

Integrations

SSO, Active Directory, Abacus Interface, and Sharepoint Interface were included as part of the implementation.

Training

IT Concepts conducted the training for the administrators. The agents were trained independently. They were all trained internally in small groups.

Scope

  • Incident Management
  • Problem Management
  • Service Level Management
  • Change Management
  • Release Management

Go Live

Gérard: “We learned a lot during the implementation and the whole project. Working with 4me made us reconsider our processes. It is not always about what is best for the department, but what is best for the customer receiving the service. We managed to identify the customer’s wishes and implemented them professionally.“

Specific features that impressed ZFV were the tight email integration, the @mention Twitter style communication and other collaboration features. It makes it easy to quickly engage with other people that can help resolve requests.

“Currently, it is just the IT department that uses the system. The colleagues in the team are very enthusiastic about the clarity and simplicity of the system. Everyone now knows exactly what is going on in support. Thanks to all the positive feedback, more departments have already requested to work in the system as well.“

Results

ZFV processes between 6,000-10,000 requests per year and thanks to the new way of working, they save around 30 minutes per day when it comes to support. Due to the improved transparency, with all telephone calls, e-mails and other inquiries consistently recorded in 4me, the support departments are always informed, everyone is always aware of the latest situation and trends become easily visible.
Gérard: “The switch was definitely a success. We can now generate incidents, problems and then initiate a change. Thanks to the switch to 4me, we save quite a bit of time, and the improved transparency means that everyone is always aware of what is going on.”

“Customer feedback is excellent as well. Thanks to the integrated knowledge database and satisfaction tool, we can respond directly and concretely to the customer’s wishes and serve them far more efficiently. In addition, we are now able to track our service cost and quality. We can monitor whether the SLA is adhered to and make accurate performance evaluations.“

ZFV is currently in the process of planning to roll out 4me to other departments, such as Marketing, Product Management, and Merchandise Management. More departments are expected to follow.

Gérard concludes, “I would wholeheartedly recommend 4me to other companies looking for a new and modern service management solution. It is intuitive and comes with all the necessary functionalities and is absolutely fair in price.”

“Aside from 4me, we also considered ServiceNow but 4me’s modern and continually and automatically updated functionalities convinced us. We were really impressed by how intuitive the tool is to use, as well as the modern appearance and functionalities. And the price-performance ratio is great. The fact that 4me is a cloud solution was another big plus.”

Gérard Korda, Head of IT Operations, ZFV

4me success story ZFV

MED-EL

SUCCESS STORY

MED-EL

MED-EL chose 4me to improve the speed and quality of its IT service

MED-EL logo

HEADLINE SUCCESS

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TEAM MORALE AT ALL-TIME HIGH

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FASTER 1st TOUCH RESOLUTION

project

EXPANDED TO ALL DEPARTMENTS

The implementation was so successful that the firm is expanding 4me across the business.

Based in Innsbruck Austria and with offices in 30 countries, MED-EL is a global leader in hearing loss solutions with a research and development history going back 40 years.

Looking for a fast and modern ITSM solution

MED-EL wanted to improve the speed and quality of its IT service. It needed a fast, modern and mobile ITSM solution that was able to be accessed from anywhere at any time. Head of IT Tobias Kilga and his team looked at a number of different tools before narrowing down the search to ServiceNow, iVanti, SMAX, Valuemation (USU) and 4me.

4me’s Service Integration and Management (SIAM) and Tracking capabilities, and the large number of third-party support partners, led to it being the final choice to support MED-EL’s on-the-ground team in 120 countries. Tobias says: “It was the only elegant solution we saw.” 

Although price was not an initial consideration in the tool selection, Tobias says:

“The way in which 4me charges for use of the application is fantastic. It enables agility and we pay only for what we use. The value for money is unbeatable.” 

Industry

  • Medical Products

Location

  • Headquarters in Innsbruck, Austria with employees in 120 countries and IT team members in 7 countries.

Challenges

  • Need for a fast, modern and agile ITSM solution that would work in whichever of the 120 countries the IT team members were working at the time.

Solution

  • Comprehensive and easy to understand out-of-the-box reporting
  • Setup and use has been so straightforward that it is being implemented accross all internal departments
  • Significant reduction in lead time and an increase in first-touch resolution.

“4me should be on everyone’s shortlist. The license model, functionality and performance are strong arguments for selecting 4me. Setup was so simple that we are now moving all internal departments to 4me ESM.”

Tobias Kilga, Head of IT at MED-EL

Scope

  • Incident Management
  • Request Management
  • Change Management

Followed by:

  • Knowledge Management
  • Problem Management

Integrations

  • Active Directory
  • SSO
  • Inventory System (CI/CMDB)
  • Monitoring

Implementation

The implementation took 90 days from contract signing to go live. It was managed by 4me partner techwork. Tobias says: “They took care of everything in a professional and timely manner. We never hit a wall and got everything we needed. All project goals were met by either techwork or 4me.”

In fact, this implementation was so successful that MED-EL is now expanding the use of 4me.

Training

All IT team members completed the thorough 4me online training, with some instructor-led training completed remotely.

Go Live

Since 4me went live, the IT team has enjoyed many of its features, but Tobias says that what he really likes is, “as banal as it sounds, the comprehensive out-of-the-box reports”. “It is great fun to work with them. They are easy to understand and offered much more than I had expected.” The IT team also likes the service-centric way that 4me is structured.

Results

Since go live, MED-EL has seen a significant reduction in lead time and an increase in first-touch resolution. The response from users has been very positive and, Tobias says, IT departmental satisfaction is at an all-time high. 

If other businesses are looking for a new service management solution, Tobias recommends that they find a tool that fits their company. “Know what you want and understand what the tool can provide. We needed a partner who could meet us where we were, at eye level, and help us to get where we needed to. 4me should be on everyone’s shortlist. The license model, functionality and performance are strong arguments for selecting 4me.”

“ITSM setup was so fast and simple that we are now moving to Enterprise Service Management. All internal departments providing services will soon be on 4me.”

“Know what you want and understand what the tool can provide. We needed a partner who could meet us where we were, at eye level, and help us to get where we needed to. 4me should be on everyone’s shortlist. The license model, functionality and performance are strong arguments for selecting 4me.”

Tobias Kilga, Head of IT at MED-EL

4me success story - MED-EL

JMA

SUCCESS STORY

JMA Wireless

jma wireless logo

HEADLINE SUCCESS

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IMPROVED AVAILABILITY

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REQUESTS VIA SELF-SERVICE

About the customer

JMA Wireless designs and builds next-generation communication systems, delivering the industry’s most powerful technologies enabling 4G LTE, 5G, CBRS and LAA on networks worldwide. The US firm has a 75-year history, with its HQ in New York and eight locations worldwide.

Reason for evaluation

When JMA introduced XRAN™ software, it needed to set up a 24/7 service. The challenge was to manage numerous contracts, with different SLAs, for the many JMA customers located across several time zones. JMA considered BMC Remedy and Zendesk, but chose 4me because the integration with other tools and the speed of development was so good.

Results
JMA can now support its customers wherever and however they wish

JMA equipment is often installed in venues or locations that are difficult to reach. Matteo Balducci, Value Added Services Manager at JMA Wireless, says that 4me’s Mobile Application for iOS and Android has really helped customers to gain support via their mobile phone and to submit photographs to be evaluated. The email integration supported by the 4me tool has also been very valuable as some customers prefer to use email to ask for support.

 

What was implemented?

  • Service Level Management
  • Incident Management
  • Configuration Management
  • Knowledge Management
  • 4me Mobile App
  • Email Integration
matteo balducci

“4me fulfilled our need, giving us a unique platform able to collect all the requests automatically ordered by priority. We gained a more efficient level of support, linked to the ability to track all the requests of our customers and their SLAs.”

Matteo Balducci, JMA Wireless

Hans Anders

SUCCESS STORY

Hans Anders

Optical Retailer Hans Anders Required a Flexible Enterprise Solution to Manage Services for Hundreds of Stores in Northern Europe

HEADLINE SUCCESS

COMPANY-WIDE ACCEPTANCE

OVER 5000 REQUESTS PER MONTH

FULL MOBILE ESM DEPLOYMENT

After an initial installation for only part of the organization, the remaining departments insisted on being connected as well.

Hans Anders Retail Group is a market-leading, value-for-money optical retailer in North-West Europe. The company operates under the Hans Anders, eyes + more and Direkt Optik retail banners, and offers a range of private label and branded spectacles, hearing aids, contact lenses, and sunglasses at average price points significantly below its major competitors. The company was founded in 1982 and is headquartered in the Netherlands. They have around 700 physical stores in the Netherlands, Belgium, Germany, Austria, and Sweden.

The Best Service for the Best Price

The Dutch retailer has a brand position: ‘The best service for the best price’ and wanted the Hans Anders motto to apply to their own service organization. The in-house software used by their IT department, and subsequent internal communications, was largely based on emails, and that made it difficult to achieve the desired service levels and make them measurable. Sanne Oosterhoff, Group Operations Director and responsible for supporting store operations, says: “We were an Outlook-driven organization. Each request or incident was received by email, and often several emails followed with questions about the progress of these requests. About 3000 emails a week were received by the store operations support teams.”

Industry

  • Retail

Location

  • The Netherlands, Belgium, Germany, Austria, and Sweden

Challenges

  • 700 Stores in a multinational organization and no overarching software to manage their services

Solution

  • An integrated Enterprise Service Management solution that connects the stores to the service organization, helping them to continue to grow by providing efficient, on-time services.

“Which departments use 4me? Better ask who is not using it. First, we connected IT and Operations, and then we had to push for the next departments. But soon after, the other department heads asked why they were not connected: Marketing, Facilities, HR, Finance, Logistics. They now all have one entrance: the 4me portal.”

Sanne Oosterhoff, Group Operations Director
Hans Anders

The shops are central to their service organization: staff members may differ from day to day, but the requests and problems remain the same. Asset management is essential for those stores, involving glasses, cash registers, screens, and marketing materials. Hans Anders looked at several solutions both national and international, including 4me. Out of the box, none of these solutions was a 100% match for Hans Anders’ needs, but 4me proved to be the easiest to adapt to the specific requirements of the customer.

Implementation

4me partner InfraVision took care of the implementation. The solution was ready-for-live within two months. Due to the Coronavirus, the training was initially given online, but it turned out to be so effective that the rest of the organization used the recordings for the remaining employees.

Sanne says about the collaboration with InfraVision: “The collaboration truly felt like a partnership. Right from the start, we sat at the table with people with real know-how. They were able to answer our questions immediately and resolved issues quickly and competently. We even reviewed and improved our workflows together. I have seldom seen a project so well executed.”4

Scope

  • Request Fulfillment
  • Incident Management
  • Configuration and Asset Management
  • Service Level Management
  • Change Management

Hans Anders has already shown a keen interest in adding knowledge management.

Go Live

The store staff are very positive about 4me, as they can now follow exactly what is happening with their questions and requests. As one of the store owners puts it: “We see that our tickets are quickly picked up and prioritized and that our requests are taken care of on time. But more importantly: with the new system we work more efficiently so that we can devote more time and attention to our customers. It’s fair to say that 4me helps us all to be more successful and to further expand our market leading position.” On average, about 5000 requests are entered into the system per month.

Results

According to Sanne Oosterhoff, the biggest improvement for the service organization is the new Change Management process via 4me. Renovations, opening new stores, and onboarding are processes that run across different departments. These workflows go step by step through the organization and run much smoother than before. 4me is now leading in this, and we can steer much more objectively and tightly. “We are now achieving our goals. Our service to the stores is now fully measurable, and everything measurable will eventually improve.”

“Live translations, in particular, have greatly helped the acceptance in the organization. Anyone can submit requests in their own language. But the intuitiveness of 4me, in general, has been a major factor. And because of that high and fast acceptance, the service level of the entire organization is suddenly crystal clear, and is being increased steadily.”

Sanne Oosterhoff, Group Operations Director
Hans Anders

4me - Hans Anders success story

Egmont

SUCCESS STORY

Egmont

egmont logo

Egmont wanted a responsive and speedy cloud-based service management solution to replace a poorly performing on-premises one.

Improving collaboration for a Nordic media power house

Egmont is a leading media group in the Nordic region, covering films, TV, cinemas, magazines, books, streaming services, educational materials, e-commerce, digital marketing services, gaming and e-support. It has interests in 30 countries and some 6,600 employees that produce high-quality content and digital innovation. It publishes 700 magazine titles, broadcasts 154 hours of TV each day, publishes 2,100 new books a year and releases one film a week. Egmont also runs its own commercial foundation which is committed to supporting initiatives that generate positive change and value for children and young people at risk.

Egmont consists of four divisions: Egmont Publishing, Egmont Books, Nordisk Film, and TV 2 in Norway. Its IT staff are based across Europe in Copenhagen, Sweden, Norway, the UK, Poland and Germany.

 

Challenges

Egmont had eight different service management solutions in use across the organization. One of those solutions was an on-premise solution that was reaching end of life from a support perspective. Egmont wanted to replace this with a new cloud-based solution. This would reduce the cost of infrastructure, maintenance and solution management. One of the main problems with the old solution was that it was not performing well.

Sys Mindedahl, ITSM and Process Manager, explains: “(With the old solution) we could make a cup of coffee while waiting for a response. As soon as we had more than ten users logged in at the same time, it wasn’t useable.”

Egmont decided that responsiveness was key in the search for the new solution. It also wanted to find a solution provider that would offer a good relationship and understand what it takes to drive organizational change, rather than just invoicing every time help or a change was requested. Egmont spoke to representatives from BMC and ServiceNow, before choosing to go with 4me and its partner VisionWillow.

Sys Mindedahl says that the commitment of VisionWillow to comprehensive organizational change management, coupled with the speed and responsiveness of the solution, were key factors in the selection of 4me.

Industry

  • Media

Location

  • Denmark (Headquarters)

Challenges

  • Solution responsiveness
  • Improving collaboration while maintaining autonomy
    of business units
  • Need to deliver comprehensive change management
  • Multi-country rollout across different businesses
  • Need to be GDPR compliant

The other really important factor was that the different businesses within the Egmont organization were keen to maintain autonomy over their own service management solution. 4me was able to offer the same solution with strong collaboration capabilities to all of the businesses, but to give each autonomy over their own 4me environment

Sys Mindedahl explains: “Before 4me, if one business unit had to pass work to another, it would manually cut and paste it from one solution into an email and then email it to the other business unit.”

sys-mindedahl-150x150
"We have been impressed with how easy it is to extend the solution with Automation Rules and UI Extensions. Anyone can learn to use these capabilities quickly and without needing to have a development background."
Sys Mindedahl
Egmont

Implementation

The implementation of 4me within Egmont started in mid-August 2017 and went live on December 1st that year. It was delivered on time, within the agreed budget and within the agreed scope. In terms of processes, the deployment involved:

  • Service level management
  • Some configuration management (laptop, desktop, servers and applications)
  • Incident management
  • Request management
  • Change management

Sys Mindedahl says: “Our core project team was highly engaged in the implementation, and we had staff from all over the IT organization participating. The project plan had a realistic timeframe and the milestones contained both technical elements as well as organizational/process elements, which is very important.“

Training

The Egmont project team trained specialists in a half-day session and a full-day session was held for administrators. There was side-by-side training during and directly after the go live.

Sys Mindedahl adds that it was incredibly valuable that all the initial build, testing and training were done in QA, ensuring that subscription costs were minimal before the go live.

Go Live

The rollout country by country was quick and easy and 4me enabled Egmont to standardize, process and consolidate where there were requirements for GDPR, as well as for improved information and security processes.

Egmont has been able to extend the value of some of its other solutions by integrating them with 4me. As the different business units within Egmont come onto 4me, they have access to these solutions. Integrations have now been built with AD, SCCM, SolarWinds for event management and some critical alarms tied to on-call schedules in combination with the app PagerDuty, which helped the on duty person to focus on fixing, and having a ticket assigned automatically in 4me.

Egmont recently integrated 4me with a custom SQL CRM solution, which is fed from SolarWinds. One of Egmont’s external service providers, GlobalConnect, has established an email interface between 4me and its ServiceNow instance.

Egmont has found 4me intuitive to use. Sys Mindedahl explains: “We have been impressed with how easy it is to extend the solution with Automation Rules and UI Extensions. Anyone can learn to use these capabilities quickly and without needing to have a development background.”

 

Solution Results

  • 4me rollout was quick and easy across the Egmont businesses and different geographical locations.
  • Service level management, configuration management, incident management and request management processes have all been deployed with change management due to be implemented soon.
  • Integrating with 4me has extended the value of other Egmont solutions such as SCCM.
  • Different business units within Egmont have been able to maintain autonomy while increasing the ability to communicate with other Egmont businesses.
  • The organization is now GDPR compliant.

“We have no more on-prem maintenance. Instead, we have high performance and response times, easy implementation and the ability to maintain and develop to other branches with little help afterwards. The project was delivered on time, on budget and, best of all, with 99 percent user satisfaction – thanks to the team effort provided.”

She adds: “I would recommend 4me and VisionWillow to other firms because 4me’s approach is so very different from other service management suppliers.

“I would not even call 4me a supplier. It’s a partner and it’s a partnership that the customer signs up for, which says just about everything as to why it is different from others.”

“4me is not mainly about the features and the modules of a tool, it’s about collaboration, 4me listening to customer needs and keeping up with constant change and agile development. These elements are important for any organization that wants to be able to provide the future services that might be outside of your own core services and require collaboration, integration and automation across vendors and customers.”

 

Sys Mindedahl, Egmont

Deloitte

SUCCESS STORY

Deloitte

deloitte logo

Deloitte Belgium selected 4me to give its employees the fastest and most user-friendly access to support so that employees can focus on serving their customers. 4me provides employees with IT services, answers to HR questions and even help with car leasing.

All About People

Deloitte is the largest professional services network in the world by revenue and by the number of professionals. Deloitte provides audit, tax, consulting, enterprise risk and financial advisory services. In Belgium, Deloitte has more than 2,800 employees in 11 locations across the country. It serves national and international companies, from small and middle-sized enterprises, to public sector and nonprofit organizations.

It’s the employees that make Deloitte exceptional. Each person is unique and valued for being among the best and brightest in the business. And there is a strong believe in the strengths that can be derived from diversity. There are 44 nationalities within the Belgian firm. The gender diversity ratio is almost balanced with a workforce made up of 46% women to 54% men. Because the success of the firm is directly tied to the quality of the people it employs, it invests heavily to make sure it recruits and retains the best.

Giving Them the Best

“Hiring the best people is just the beginning,” explains Jean-Marie Van Cutsem, Security Manager, CISO at Deloitte Belgium. “Retaining the best requires much more. “The people who work for Deloitte want to succeed. We have created an environment in which they can do that. If they need anything, there are teams of support professionals within the company ready to help them. “This allows them to concentrate on delivering value to their customers. We want our support professionals to be able to excel in the same way. We have to give them the tools that allow them to be the best at what they do. That’s what is on our minds when we select tools for our staff.”

 

Industry

  • Professional Services

Location

  • Belgium

Challenges

  • Existing ITSM solution took much time and tool-specific knowledge to maintain
  • Support for additional ITIL processes, like change management, needed
  • HR and Fleet Management departments in need of an online support portal
jean marie van cutsem
“It was the elegance, the superior user experience, that made 4me stand out. A lot of attention has been paid to the design of the application. The team that developed it clearly understands the needs of the people who use their tool.”
Jean-Marie Van Cutsem
Deloitte Belgium

The Need for a New Tool

Deloitte Belgium’s homegrown ITSM solution was working well for Incident Management and Configuration Management. It even included a few advanced integrations that automated many of the provisioning steps for rolling out new PCs and bringing new employees on board. Demand for an online self-service portal and more advanced Change Management features pushed the organization to make a decision. They could either invest in a significant development effort to extend the existing tool, or they could look for a new off-the shelf solution. A quick comparison of the pros and cons indicated that it was time to select a new service management application.

 

SAP Support

The SAP environments that Deloitte Belgium uses are hosted and supported by separate teams of specialists. To ensure that they would be able to collaborate smoothly, these support teams decided to set up their own 4me environment for Deloitte Belgium’s SAP-related incidents and changes.

Implementation

InfraVision, the company that helped Deloitte Belgium migrate to 4me, prepared the necessary 4me accounts to ensure that this collaboration takes place in a secure fashion. “The implementation of our HR Shared Service center implied specific demands as we wanted to guarantee complete confidentiality to our internal clients with only authorized HR staff able to access the information,“ says Isabelle De Becker, Director HR Operations at Deloitte Belgium. “This specific setup required a lot of tuning of the configuration and even some new features that were added to 4me. The outcome of the strategic setup made it possible for all users (2,800 people) to filter on FAQs before contacting our HR experts.”

Scope

The following ITIL processes were included in the scope of the deployment of the 4me service:

  • Request Fulfilment
  • Incident Management
  • Problem Management
  • Change Management
  • Service Level Management
  • Configuration Management

Solution

  • Set up separate 4me accounts for the different support departments
  • Set up additional 4me accounts for highly confidential HR support requests
  • Prepare one home page from which the support portals from the different departments can be accessed
  • Ensure that all accounts are linked to support workflows across department boundaries, while ensuring that support staff can only access the information that they are authorized to see
  • Build integrations between HR and IT systems to automate provisioning for new employees
  • Automatically upload 4me data to onpremise data warehouse for advanced reporting and analytics

Results

  • Reliable and consistent online access to support from IT, HR, Fleet Management, Facility Management, etc.
  • Additional provisioning tasks have been automated
  • Improved management decision support from advanced reporting
  • Online support capabilities extended to include applications (like SAP and DIAS) managed for external customers
martijn adams

“The service catalog of Deloitte Belgium is large and complex. Many services are obtained from member firms in other countries, as well as from external service providers. The services that are delivered to the customers and employees are often made up of components provided by internal and external providers. It was impressive to see how easily the entire service catalog could be modeled in 4me.”

Martijn Adams, 4me

Culina Group

SUCCESS STORY

Culina Group

Culina Group, the Logistics Experts Delivering Service Management Excellence with 4me.

Culina Group logo

HEADLINE SUCCESS

office

10 BUSINESSES

location

65 LOCATIONS

staff

9,000 STAFF

About Culina Group

The Culina Group (Culina) is a market-leading ambient and chilled food and drink third-party logistics specialist. It provides warehousing, distribution and contract packing services and has a bonded division with extensive expertise in relation to dutiable goods across the UK and Ireland. Culina has recently added both Fresh and Food Manufacturing divisions and is working to maintain its status as a leading logistics company in the UK.

A Single Tool for Collaboration and Integration

Culina comprises several companies, including Great Bear Distribution, Morgan Mclernon and Warrens Warehousing and Distribution, and consequently several IT service management tools were being used, including BMC Track-It! and Sunrise Sostenuto. In isolation, these solutions adequately satisfied the needs of request management but did little to engender a spirit of collaboration across the various IT teams that support more than 9,000 staff, in 10 businesses, at 65 locations. They also did not integrate with the corporate services provided by Culina’s parent company, Unternehmensgruppe Theo Müller (Müller).

Strategically and tactically collaboration was key. Closer alignment between Culina and Müller’s operations was a critical factor, as so many supply chain management processes overlap. Many Culina vehicles are branded Müller because they are responsible for the distribution of Müller’s dairy products to the retail industry. 

Clearly, Culina needed a solution that enabled its support teams to come together to collaboratively work towards a more shared-services approach in the UK as well as incorporating the range of corporate services that employees expect. The decision to consider and select 4me was based on a recommendation from Müller, as well as being influenced by the existing relationship that some of the Great Bear team had with Revo 4me Services (Revo), former provider of BMC Track-It! and current 4me Partner.

The decision-making process, chaired by Nathan Podmore, Group IT Director, included representatives from across IT and the Culina Group. Mark May, Group Service Delivery Manager, became the nominated project lead. 4me and Revo jointly presented the solution and spent time with the project team to understand their requirements in order to transition the various support functions to a single, multi-tenant cloud platform.

Industry

  • Logistics

Location

  • UK

Challenges

  • Ten businesses using different IT service management tools
  • Lack of integration with the parent
    company Müller
  • Lack of collaboration and shared services between companies within the Culina Group.

Solution

  • Branded self-service portal that allows staff to access their IT service entitlements, self-resolve issues using aligned knowledge articles or quickly log a request with the Service Desk
  • 4me was implemented to support incident, problem and change management
  • 4me was integrated with Microsoft Active Directory and enabled secure single sign-on (SSO) with OneLogIn
  • Seamless collaboration between the different group IT departments, the HR department and with the parent company
Nathan Podmore

“4me’s Service Catalog helped us consider many things about our internal structures and where skills exist, enabling us to completely reshape our support capabilities.”

Nathan Podmore, Group IT Director

Implementation

The deployment was time-dependent due to the imminent contract end-dates with the incumbent vendors. The initial implementation went live in just over a month, and afforded Culina a period to run 4me in parallel with the other systems and transition services, at a pace that did not disrupt operations and allowed for high user adoption.

The first phase of the project launched a branded self-service portal that allows staff to access their IT service entitlements, self-resolve issues using aligned knowledge articles or quickly log a request with the Service Desk.

If the employee needs to log an issue, the request is subsequently assigned for fulfillment and placed with the service-relevant analyst and/or support team. From this point, 4me was implemented to support incident, problem and change management, and a range of Service Level Agreements (SLAs) were established to ensure time-appropriate delivery of services across the group and to ensure the work-loading and allocation of tasks across the unified and merged support structure remains on target. Nathan Podmore says he is impressed with the discipline that 4me has added. 

Integrations

As part of the implementation, Revo also integrated 4me with Microsoft Active Directory and enabled secure single sign-on (SSO) with OneLogIn.

Training

The Revo project plan included role-based remote training for Culina’s support staff, and this was further supplemented as many specialists also worked through 4me’s online training resources. This remains true today as new support specialists find 4me an easy solution to self-train on.

Go Live

Since going live in early 2020, Culina Group has had full, uninterrupted availability of the 4me solution. “From go live to now, 4me has simply worked, the updates are weekly and without any disruption to Culina’s operations,” concludes Mark May.

In addition, the number of users has increased by 33 per cent as outlying specialists have been added and further integration with the corporate services, provided by Müller, is underway. HR/Payroll is now a support domain, and Culina employees will be able to make requests to HR about salaries, overtime, pensions and much more. 

Results

Although 4me has unified Culina’s IT organization and standardized its service management solution, it is difficult to quantify improvements because so much was previously siloed and isolated. The single view that Culina has gained on the demands being made across the Group means that benchmarking can now begin.

Culina can now start to share skills and resources across their UK locations to improve day-to-day support efficiencies. Previously, visibility of request types and work-loading of specialists was siloed within each business unit and unnecessary backlogs could appear.

4me has allowed Culina to create a structure of support resources and services that is unified. The service catalog has allowed cross-business teams to exist and this has improved operating coverage through collaboration.

The shared approach to IT service delivery will drive new efficiencies across the business and will enable a collaborative platform with Müller.

“Because support and service processes are highly optimized in 4me and work out-of-the-box, this gave Culina a luxury that is scarce in a business that supports both just-in-time manufacturing with Müller and the distribution of fast-moving consumer goods (FMCG) to retail – a contingency of time.”

Mark May, Group Service Delivery Manager.

4me success story - Culina Group