Finding the perfect fit with Efecte Service Management. “Having a partner whose direction we could trust was one of the key factors.”
Learned along the way
Changing the service management provider might feel like a giant step, but it will be worth it, if it’s no longer serving a purpose
Replacing a system is not a short project, you need to be patient as there might be bumps on the road
Replacing a service provider must come with added value: know what you want to improve and change.
“Having a partner whose direction we could trust was one of the key factors.”
This story began over ten years ago, when DataEnter (previously Kaisanet), an internet service provider, started using a big global service management tool. The intention was to use it across the functions and in a versatile manner. Even though the original idea was big, the system ended up serving as a ticketing tool.
Automating our workflow
Automating the service desk function has been at the core of this process. “This adds value directly to our customers: when they can get their issues solved without delay, it enables our people to focus on other issues that are not yet automated. We want a service provider who provides a solution for our needs."
Matti describes DataEnter’s customers requiring more than just a ticketing system. The system needs to be flexible and to understand the customer’s environment and business.
Efecte Automation Tools resonated with DataEnter, and the CMDB functions became a core element. “These elements not only exclude the smaller service providers, but it also raised the standard of how we operate: we needed to work our modern CMDB abilities, problem management solutions as well as increasing the level of automation. Developing the customer portal was simply a must for our business.”
Matti Kanervo, the COO for DataEnter told us why Efecte was a perfect fit for them and why they wanted to replace ServiceNow with Efecte.
“Efecte isn’t too expensive for our size organization, they are a perfect fit: we can interact directly with you. Having said that, it is not too small either. The too-small service provider would dictate what we do, that is not what we want. Tailoring was what we wanted and needed. “
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Having a strongly dedicated partner was also important for DataEnter. This meant intense workshops facilitated by Efecte before starting the work, to fully understand and identify the needs.