Time is money—and that holds true for the IT support team at Arnold Umformtechnik GmbH und Co. KG as well. With F4SD, the manufacturer of innovative fasteners hopes to optimize and streamline its first-level support processes—but above all, to improve documentation during ticket processing.
The challenges in IT support were multifaceted. For one thing, when creating tickets, users were unable to specify the nature of the issue with sufficient precision. This made troubleshooting complicated and time-consuming. For another, finding a solution also required a great deal of effort. Overall, the challenge was to adapt our service desk to meet the growing demands for effective ticket handling and faster resolution times.
A year ago, we had already taken a look at F4SD, but at the time, the tool hadn’t quite won us over. However, we began to encounter more and more situations where F4SD would have been useful, particularly because of its quick solutions for standard issues. The deciding factor in our decision was, in fact, the Quick Actions. These not only enable quick resolution of issues but can also be customized to meet our specific needs.
The plan now is to implement the tool shortly and test its impact on our support operations over the course of a year. In preparation, all we really need to do is set up the server. According to your experts, the installation should be straightforward and quick. Then it’s time to launch and test the tool. We plan to work closely with Consulting4IT to customize the tool so that it optimally supports our support operations.
With F4SD, we hope for simplification rather than further complication. Initially, there was certainly a concern that we would simply end up with yet another tool, making everything even more complex. However, F4SD promises to consolidate many functions, so that we no longer have to check too many systems to resolve issues. So we’re hoping for greater transparency and a better overview of clients and systems. Of course, we also expect faster and more effective troubleshooting.
But we have particularly high hopes for improvements to our documentation. In the past, it was often the case that once a ticket was resolved, the documentation simply noted “resolved.” However, this information isn’t helpful to other colleagues when they encounter similar cases. We expect F4SD’s automatic documentation feature to bring about significant improvements in this area.
The decision to choose Consulting4IT was clear from the outset, as you were already a service provider for our parent company, Würth IT. Our concrete collaboration with you began with the implementation of Matrix42 products in 2015. In the meantime, we have also worked directly with the manufacturer’s support team, but we do not see any real advantage in this. With the upcoming project, we are now generally aiming for closer collaboration with you again and are fully relying on your expertise.
About Arnold Umformtechnik
Arnold Umformtechnik GmbH & Co. KG, a member of the Würth Group, is an internationally successful manufacturer of fasteners, cold-formed parts, series modules, and processing systems. The company sets global standards for high-tech products, services, and quality and is recognized as a competent development partner for companies in the mobility sector. With 1,410 employees, revenue of 275 million euros in 2022, and locations in Germany, France, the U.S., and China, Arnold Umformtechnik GmbH & Co. KG looks back on an impressive success story since its founding in 1898.