Transparency is key in IT support —this includes keeping track of all issues and IT issues affecting the company’s users. Without the simple and comprehensive recording of all incoming cases, transparency be be be ensured. With F4SD and Consulting4IT add-on Live Ticker would like tothe Perschmann Group as Europe’s leading Aprovider of quality tools now also offers professional tools for your IT support . For full transparencyand efficient IT processes and optimized end-user satisfaction.
The challenges in the IT department were numerous. The significant effort required to log tickets not only hindered our efficiency but also led to a lack of information about the caller and their hardware. To obtain all the necessary details, we always had to ask for them over the phone. These circumstances not only impacted first-level support but also the work of other IT teams. The complexity of ticket processing and the lack of transparency were urgent issues that we wanted to resolve with Consulting4IT.
F4SD immediately impressed us during the live demo because it allows for quick and easy ticket creation. Using the automation scripts included in the tool—that is, the Quick Actions—we also aim to minimize ticket processing time and thereby increase overall efficiency. With the Live Ticker add-on as a useful complement to the Matrix42 standard, we also plan to drastically reduce the number of notification emails.
The introduction of F4SD and the Live Ticker promises significant improvements in various areas. We expect tickets to be processed more quickly and efficiently, as well as the comprehensive tracking of all IT outages and issues. Until now, due to the effort involved in logging incidents, tickets were often not created when, for example, users called and we were able to assist them directly. Consequently, we lacked an overview of the full scope of issues. F4SD and the Live Ticker are now intended to provide us with transparency and a clear overview. Additionally, we expect these new tools to improve our service delivery and, as a result, increase satisfaction among our internal customers. Overall, we aim to significantly optimize processes across first- through third-level support.
Our decision to choose Consulting4IT is based on several years of successful collaboration. For example, we usefor, for example, we are already using the Consulting4IT add-on “Service Catalog Plus” for onboarding processes when new employees join the company. Overall, our experience with Consulting4IT’s services has been consistently positive. The team’s proven expertise and reliability were decisive factors in our renewed collaboration and our decision to adopt F4SD and the Live Ticker add-on for Matrix42.
About Hch. Perschmann GmbH
Hch. Perschmann GmbH, a family-run business since 1866, is Europe’s leading system partner for quality tools in partnership with the Hoffmann Group. As part of the Perschmann Group, with over 500 employees in Braunschweig, Berlin, and Poznan (Poland), it offers a comprehensive portfolio of services, including the calibration of measuring and testing equipment by Perschmann Calibration GmbH. Its sales territory extends from Kassel to the Ukrainian border in the east. The Perschmann Group values quality and a sense of responsibility and has strong ties to the Braunschweig region.