How TIMOCOM Revolutionized Its Process Structures with Matrix42
Since its founding in 1997, TIMOCOM GmbH has achieved impressive growth. Today, the IT company operates Europe’s largest freight exchange. Managing such a platform and its underlying IT infrastructure digitally is a challenge that requires the right tools and people. But sometimes even high-tech tools and the brightest minds are of no use if the necessary processes are lacking.
We spoke with two experts at TIMOCOM who know the ins and outs of how the company revolutionized its process structures and revitalized the Matrix42 solution: Stefan Bremer and Derya Wille, both from the IT Supplier & License Management – IT Infrastructure & Services department at TIMOCOM.
Consulting4IT: Stefanand Derya, could you start by telling us what the situation at TIMOCOM was like before we began working together, and what your requirements were?
Stefan:We’ve actually been using Matrix42 for asset management since 2010. Unfortunately, the solution wasn’t maintained properly, and the process support from our service provider at the time left a lot to be desired. A few years later, the system was in a dire state: computers were no longer being inventoried correctly, contracts were incomplete, and the outdated interface caused difficulties for employees. This led to the system’s acceptance continuing to decline, and employees tended to work around the solution.
Consulting4IT:That sounds like a difficult situation. How did you resolve it, and how were we able to help you with that?
Stefan:That’s right—because of this situation, we started looking for a new service provider in 2017 and came across Consulting4IT. We began by working with you to assess our current situation and conduct a thorough review of our processes. So we weren’t just handed the tool and told, “Here, have fun with it!” Instead, we received process-based support from the very beginning. That was important to us because, as with all IT solutions, there are aspects of Matrix42 that aren’t always self-explanatory. A new implementation like this therefore requires intensive support from the service provider.
Consulting4IT:That sounds like a good start. Can you tell us more about how the project began?
Stefan:Since the entire system hadn’t been maintained for a long time, we worked with you at Matrix42 in 2019 to build it from the ground up, including a new user interface. This was immediately much better received by employees and was a key factor in the solution’s acceptance.
Derya: In the first phase of the project, the focus was on contract and license management. Based on our positive experience in this area, we expanded the functionality of the Matrix42 suite to include the service catalog and the service desk. Step by step, we added new features and became increasingly familiar with the system. At the same time, we reviewed and optimized our internal processes to further drive automation and efficiency.
Stefan:In this initial phase, the pandemic actually worked in our favor.
Consulting4IT:How so? After all, the pandemic wasn't exactly a boon for many companies.
Stefan:Sure, for us as a logistics service provider, the pandemic also brought a lot of uncertainty. That quickly led to the question of how we would handle the situation financially. Eventually, management asked all departments to list every contract that involved ongoing costs.
Consulting4IT:So the idea was to identify areas where cuts could be made?
Stefan:That’s right. We wanted to figure out which contracts we might be able to cancel or put on hold. We in IT were in a relatively good position because—to put it simply—all we had to do in Matrix42 was click a button to neatly list all the contracts. In other departments, some colleagues started searching through paper files. This showed our management just how valuable the Matrix42 solution is for the company’s efficiency, especially in the area of contract and license management. Since then, all departments’ contracts have been managed in Matrix42—so that everything runs more smoothly the next time an exceptional situation arises.
Consulting4IT:Hopefully we’ll be spared that for a long time to come! Has anything else changed since then in terms of how you work and the demands placed on IT?
Stefan:Yes, definitely: the increased use of remote work. This has really given the service catalog a boost, because it’s much easier when people can order services from home and have them run automatically on their computers.
Consulting4IT:What other Matrix42 features are you currently using?
Stefan:Of course, we also use the Matrix42 ticket system for our internal IT support. Compared to JIRA Service Desk, which we used previously, it offers significantly more features and better analytics for optimizing support. With the Matrix42 Service Desk, it’s also possible to establish standardized processes in IT support. In addition, categorization and searching are easier, and ticket handling is much more structured.
Consulting4IT:It seems that with Matrix42, you’ve now found an approach that’s taking you further and further toward enterprise service management—that is, toward a service solution that extends beyond the boundaries of IT. What are your future plans regarding Matrix42?
Stefan: In addition to small, ongoing improvements and process adjustments, our immediate focus is on software distribution using Empirum. In the medium term, we’re also considering setting up a professional change and problem management system. Furthermore, we aim to expand our asset management capabilities with your “Asset Management Plus” add-on. We have a specific goal in mind: the full automation of the issuance of ready-to-use hardware via the Matrix42 process, particularly for colleagues working from home. This means that when a new laptop is ordered, it should be automatically delivered to the employee’s home, including the pre-installation of the necessary software—without going through the warehouse or help desk.
Consulting4IT:It’s clear that the reimplementation of Matrix42 has really paid off for you. But projects like this rarely go completely smoothly. Can you tell us about any challenges or obstacles you encountered during the project?
Derya:Sure, there were obstacles, but we were always able to overcome them. One important lesson was the need to clarify all requirements and procedures in advance. Ideally, the processes should already be working on paper beforehand.
Stefan:That's right. Because if you don't have effective processes in place beforehand, Matrix42 won't help either. Admittedly, we were a bit reckless in our approach at first. But your consulting team made it clear to us right away that we needed to do the necessary groundwork.
Derya:As a result, we spent a lot of time reviewing our processes and outlining them for your consulting team before we really got started. That was a huge help to both you and us.
Consulting4IT:Finally, do you have any tips for other companies that are looking to undertake a similar project?
Stefan:Proper preparation is crucial. In addition to reviewing and preparing their own processes, companies should also carefully consider in advance what data they want to have in Matrix42 so that it can be accessed for reporting purposes, for example.
Conclusion – No pain, no gain
The conversation with the two IT experts from TIMOCOM shows that the company has achieved impressive optimization of its internal processes with Matrix42. This was made possible not only by the technical features of the Matrix42 solution, but also by careful preparation and the establishment of clear processes. The path to a fully implemented and successful Enterprise Service Management has thus been set, although it is far from over. However, with the direction taken and the means chosen, TIMOCOM is already succeeding in getting a lot of performance onto the (IT) road—for top-notch IT services. We wish them continued success.
About TIMOCOM
Founded in 1997, TIMOCOM now has over 650 employees from more than 40 countries and is one of the most successful IT and data specialists in the logistics industry. TIMOCOM offers a Europe-wide marketplace where up to 1 million freight and capacity offers are processed daily. The TIMOCOM network of over 53,000 verified companies enables direct transactions between contractual partners. In doing so, the company pursues the vision of a future free of logistical challenges.
TIMOCOM as an employer: Stefan Bremer particularly values one thing about his employer: “We’re a young, dynamic company that’s still family-run. Communication lines are short, and there are still plenty of opportunities to make a difference.” He also highlights the multicultural atmosphere: “It’s always nice to walk through the different departments and hear all the different languages. It creates such a lively and interesting mix. We truly live and breathe diversity!”And Derya Wille adds: “We also offer extensive work-from-home options—and, on top of that, the chance to work from abroad for up to 120 days a year. This means you can spend your entire summer vacation at your vacation spot through a ‘workation,’ for example, which I personally really appreciate. But working on-site in Erkrath is fun too—our offices are really nice!”