WHAT OUR CUSTOMERS SAY

As a dynamic regional government, the Province of Antwerp wants to make sure that the area is attractive to live, to work and to visit. They are committed to acting as a partner to the 69 municipalities where people live and to the associations and overarching organizations working for the interests of those inhabitants. Since 2018 they are located in a new modern provincial building that is part of the Antwerp skyline.

Every 4 years, government organizations are required to renew a contract by issuing a tender. It was at that time that 4me was invited to present their solution. Karel Scheerlinck, team leader of IT operations at the Province of Antwerp, explains that four companies were invited to participate in the tender.

In the end, 4me was chosen based on the requirements from the tender. Karel: “It simply was the best tool based on the criteria that we set. 4me’s solution fulfilled our comprehensive set of requirements and the whole process was very interactive. It was what we call ‘a tender with negotiation’ and there were several contact moments and question and answer sessions during which 4me convinced us of their expertise and superior and innovative solution.” Criteria were price, quality of the service (which SLAs can you offer, how the tool works) and the plan of action for the migration to 4me.

4me went live quickly and without any problems. Karel: “The collaboration with Infravision was great; it was a pleasure to work with them! The entire process was managed very smoothly.”

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

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. 

“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.”

Hans Anders 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.”

Daikin Europe selected InfraVision to implement 4me as replacement for HP OpenView ServiceDesk. They choose 4me due to its speed, ease of use, and ability to solve real-life scenarios without the need for customization of the product. InfraVision was choosen because of their extensive experience in 4me implemention projects.

“Switching our service management tool to 4me was no jump into darkness. It was a conscious decision to offer more clarity and transparency within IT and to our internal customers. The service levels and KPIs can now be tracked by all stakeholders.”

Belgian Government ICT Shared Services was looking for a SIAM solution. Based on the advise of InfraVision they switched from CA Service Desk Manager to 4me for improved SLA tracking and increased collaboration. InfraVision guided the implementation and is supporting FOD Kanselarij in their continued journey to operational excellence.

“Since our migration to 4me, we have a better view of the services we provide to our customers and we can also better track the services we receive from our external providers. We also improved the adoption of ITIL processes within our organization.”

After an intensive selection process, ESAS selected InfraVision and 4me to standardize service provision and to help grow their remote service desk offering to customers, increase quality and improve efficiency across the business. InfraVision helped to design the customer facing service catalog and configured the workflows to deliver these services in an efficient way.

“It’s all about standardization and processes. As we grow continuously, ESAS also needs a structured way of working in ITSM tooling and this is offered by the implementation of 4me. On top of that, the tool also fully supports our mission for maximum customer experience with user friendly interfaces.”

Visma | Raet provides customer support for more than 40 applications to over 8.000 customers. The yearly ticket volume exceeds 660.000 tickets so empowering customers with knowledge to answer a large part of their questions themselves would offer huge benefits. InfraVision introduced them to Knowledge Centered Support and guided them in the adoption of this methodology and the embedding in 4me.

“KCS was a real eye-opener for us. We tried the traditional knowledge management approach before and this always turned out to be a time-consuming activity and it was hard to measure the added value. The fact that creating and maintaining knowledge is now integrated with handling requests, combined with the 4me out of the box support of  KCS were key to our succesful adoption.”