Case Study: Guylian Belgian Chocolate
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Guylian Belgian Chocolate faced challenges in managing IT service requests due to a lack of organized helpdesk procedures, relying solely on private email for tracking. After implementing SysAid, Petra Hillaert, the ICT manager, improved efficiency by utilizing the reporting module to analyze KPIs and prioritize service requests effectively. This transformation allowed for better support and centralized access to crucial IT data, enhancing overall performance.
Case Study: Guylian Belgian Chocolate
- 1. SysAid Success Story: Guylian Belgian Chocolate, Belgium http://www.sysaid.com SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559 Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205
- 2. IT Success is Petra Hillaert, ICT Manager Guylian Belgian Chocolate, Belgium Sweet with For ICT Manager Petra Hillaert, working at Guylian is more than a delightful culinary experience (although she does admit to having SysAid’s Reports privileged access to Guylian’s chocolate supply!) Like all other organizations, Guylian – the Belgian chocolate manufacturer and Analysis famous for its delicious chocolate sea shells – depends on a strong IT infrastructure to keep business operations running smoothly. For Petra, this requires maintaining organized procedures to keep track of the many service requests that come her way each day. Having mastered the ins-and-outs of SysAid’s Reports and Analysis Module, Petra is able to define and analyze important KPIs and pinpoint the specific issues that need special attention. Having established an efficient and precise means of evaluating all helpdesk activity with preconfigured reports, Petra can now more effectively resolve technical issues and provide a high quality support experience. “ More efficient processes, centralized access to data, and happier Before our IT department end-users – now that’s something to really savor! implemented SysAid, we The Challenge: were working with just The Need for a Viable IT Management Solution private email - not even a While establishing and maintaining effective internal helpdesk procedures is no easy feat under the best of circumstances, the IT common mailbox - to track administrators at Guylian found themselves in a particularly tough situation about a year and a half ago: they had virtually no IT and resolve all service ” management solution to help them organize, prioritize, and automate their helpdesk processes. “Before our IT department requests. implemented SysAid, we were working with just private email – not even a common mailbox - to track and resolve all service requests,” says Petra. SysAid Success Story: Guylian Belgian Chocolate, Belgium http://www.sysaid.com page 1
- 3. “ I find the Reports and Analysis Module The Goal: Centralized Access to Data for Better Customer Support Guylian’s IT department did not have an effective means of extremely helpful. You supporting its organization. “Our biggest IT challenge is that we get many different questions from different end-users via email, can build as many telephone, and face-to-face,” says Petra. “We must make sure that we don’t lose a question while always being customer friendly. If categories as you want, end-users have problems, we need to give them feedback about the such as a hardware list. status of their service requests and when we are going to resolve them.” To provide this kind of support, Petra knew they needed I use this list to update centralized access to all of their IT data – and a new helpdesk solution. my PC replacement plan, for example. ” The Solution: Implementing SysAid for Better IT Helpdesk Procedures In Guylian’s search for an IT management solution, “We were looking for a tool on the Internet that had both a good price and good functionality.” The tool they found that fit their criteria? SysAid. Now, a year and a half later, not only has SysAid helped Guylian implement better helpdesk procedures, but its Reporting module plays an enormous role in Petra’s day-to-day tasks. “I find the Reports and Analysis Module extremely helpful,” says Petra. “You can build as many categories as you want, such as a hardware list. I use this list to update my PC replacement plan, for example.” The Strategy: Analyze, Prioritize, and Evaluate with Customized Reports If you ever wondered how the Reporting Module can work for you, just talk to Petra. With SysAid Reporting, she has developed IT procedures that are so methodical, so precise, that there’s no risk of a single issue slipping between the cracks. So how does she do it? “With the Reports and Analysis Module, I have one place where I keep all open questions,” says Petra. “At any time, I can check on the SysAid Success Story: Guylian Belgian Chocolate, Belgium http://www.sysaid.com page 2
- 4. “ I use SysAid to define KPIs such as the status of these open questions - what the promised due dates are, for example, and other important information. I use SysAid to define KPIs such as the number of service requests opened versus the number of service requests closed every week. I can then analyze this data to see if number of service I need to reevaluate and change the due dates. Perhaps there are issues that are less urgent and we can plan a reasonable timetable to resolve requests opened versus them. Furthermore, there’s a report that tells me the number of service the number of service requests that are not only unresolved but overdue. With this report, I address these issues in our weekly team meeting, and we’re able to give requests closed every them our special attention.” week. I can then analyze The Result: this data to see if I The Sweet Success of an Organized IT Infrastructure need to reevaluate and Guylian’s successful implementation of SysAid has done nothing ” short of transforming their day-to-day tasks and their ultimate IT change the due dates. performance. Before the implementation of SysAid, the only way Petra received service requests was via her private email. She had no way of knowing what other service requests were waiting in the in-boxes of her three other colleagues, and had no centralized access to crucial information. Now, not only has Petra implemented an infrastructure for effective helpdesk processes, but she also gets the most out of SysAid’s Reporting module to make these helpdesk processes work even better. With the data these reports provide, Petra analyzes her IT department’s performance, pinpoints the configurations that should be readjusted, and ultimately provides her end-users with better support. One challenge SysAid has not yet helped Petra overcome? Access to an unlimited supply of irresistible Belgian chocolate! Like many of us, Petra faces the dilemma that Oscar Wilde so famously phrased: “I can resist everything but temptation!” Luckily for Petra, she has plenty of healthy distractions - running after her three young children, a hobby of playing badminton, and of course, the thrill of being a successful IT pro! SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559 Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205 SysAid Success Story: Guylian Belgian Chocolate, Belgium http://www.sysaid.com page 3