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Built-in automation expedites ticket routing for faster resoultion.
Technicians can see everything in one place for improved productivity.
Easily create custom views for improved insights and team collaboration.
Industry: Food & Beverage Manufacturing
End-users: 764
Previous System: BMC – Track IT
Headquartered in Italy, with U.S. offices in Virginia, Massimo Zanetti is a privately held group of nearly 50 companies—including Chock Full o’ Nuts and Hills Bros.—that grows, roasts and distributes coffee in more than 100 countries worldwide.
Massimo Zanetti was using another platform to manage IT service for its 500 employees, but the system was slow and difficult to use, according to Jason Edinger, Security Senior Manager for IT Infrastructure. There was no way to track projects or assets within its old IT service platform, which meant that managers had to look in three separate systems to find information. In addition, the system’s clunkiness was holding back IT productivity, and its lack of visibility into key service information kept managers from using data to make better decisions.
In changing to Velentix, the company has given its IT operations a significant jolt—leading to what Edinger describes as “a much faster and much richer experience” for IT employees.
Now, team members are able to close service tickets faster, leading to a better employee experience, he said. Supervisors also have better visibility into IT data, which empowers them to manage tasks and team members more effectively. All of this helps drive better operational efficiency for the company.
IT team productivity has increased with improved automation and workflow.
Ability to easily roll-out the solution with incremental process improvements.
Velentix is a modern, Software-as-a-Service solution for managing IT and enterprise services, projects and assets within a single platform. The platform’s flexible design enables organizations to roll out new features one at a time, as they’re ready to do so—which simplifies the implementation process tremendously.
“The beauty of the system is the flexibility,” Edinger said. “You can start with this small, limited piece and just keep expanding as needed. And that’s what we did.”
Massimo Zanetti started with the help desk feature. “Within 30 days, we had it rolled out,” Edinger said. Over time, the company has added more service categories and created a self-service portal. It has also added asset and project portfolio management while working to build out an IT knowledge base.
“Doing it piece by piece, the implementation has been really easy for us,” Edinger explained. “It really didn’t take us long to get things up and running.”
Although most service requests still come in to the company’s IT department via email, the Velentix platform includes built-in automation that helps IT technicians quickly create tickets from these service requests and route them to the appropriate team members for a response, leading to a more rapid turnaround.
“I would say we’ve seen a 200-percent increase in speed,” Edinger said. “People get a much faster response to their tickets.”
The self-service portal has also created better visibility for end users. “Some of our advanced users go to the web portal to look at the status of a ticket,” explained Director of IT Application Systems Lionel Alva. “They have more visibility now than they had in the past. Before, employees couldn’t see the status of a service request without reaching out to IT to find out what was going on. Now, they can look at the status of their service request within the portal.”
This not only saves IT staff from having to field employees’ questions; it also leads to a better employee experience.
Just as employees have better visibility into the status of their service requests, managers have better visibility into key service data and metrics with Velentix.
“I like the dashboards,” Alva said. Velentix users can create customized dashboards showing the specific information that will help them do their jobs most effectively, he explained, and they can share these dashboards with other team members and with company executives.
“We didn’t really have a good reporting system [with our old IT service management platform],” Alva said. “With Velentix, you can create reports that are global or that are applicable to you. You can schedule these reports to be sent, so every day I get a report automatically showing all the closed tickets—and I can see all the work that was done on those tickets. There’s a lot of flexibility, and the ease of building those reports on the fly is very convenient. It’s a drag-and-drop process, with very little learning curve.”
Alva and his team members are using this information to help drive better productivity among IT staff. “We can track how many tickets are being closed by certain team members,” he explains. “We can look at the average number of tickets closed by a technician and see why certain team members aren’t getting tickets closed or who’s doing well. We can get concrete numbers to have conversations with team members to see how we can improve their productivity.”
The reports include easily digestible information presented in a visual format. Because they are simple to create and share, they help Alva and his colleagues demonstrate the value the IT department brings to the organization as a whole.
The reports “are great for going up the chain to our boss, who can show the business in executive meetings what IT is doing,” Edinger said. “This gives the executives a better understanding of what IT really accomplishes. If we close 1,000 tickets a month, that’s a lot of activity that nobody knows about.”
Dashboards and reports offer insight into everything from ticket resolution time to SLA tracking to project risk and resource planning.
What’s more, the ability to manage IT services, projects and assets within a single platform gives IT leaders even more information with which to make decisions.
Before implementing Velentix, IT employees were managing tickets in one system, projects in Excel and assets using a third tool. To understand all of this activity, leaders had to go to three different systems to get the information they needed. “Now, everything is in one place,” Alva observed.
The convenience of having all this information in one location facilitates data-driven decision-making. It helps leaders see the big picture and understand how resources are being used across the IT department, so they can manage projects and personnel more effectively.
Velentix is helping Massimo Zanetti’s IT staff deliver faster, more efficient service, and it’s helping managers use data to make better IT decisions. As a result, the IT department can support the company’s employees and operations more effectively.
“I like Velentix,” Alva concluded. “Everything is integrated in one place, so it’s easy to track, manage and handle tickets and projects. It’s working very well for us.”
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