ZEISS has 250 staff across Australia and New Zealand. For 10 years, the company relied on FrontRange IT Service Management (ITSM) to control and manage the technology they provide to their customers.
When development and support for the ITSM solution stopped in 2012, it gave ZEISS the perfect opportunity to look for something new. They wanted a dynamic web-based solution with expanded reporting capabilities.
In 2014 FrontRange (renamed as HEAT Software in 2015, and Ivanti in late 2016) recommended that ZEISS talk to Fusion5.
“They did a live demonstration of Ivanti — and we were impressed with how responsive it was,” said Warwick Trevithick, Customer Service and Administration Manager for ZEISS Australasia. After years of exporting data to a third-party solution to generate ticket status reports, Ivanti and its inbuilt Business Intelligence (BI) tools was a breath of fresh air.
“Straight away we could see the ITSM functions that related to the support tickets we opened. And we got a clear graphic analysis of the status of the tickets, without leaving Ivanti.”
Under the old system, ZEISS ran a complex business model with around 26 different relationships between customers, contracts, addresses and equipment. “Ivanti was more user-friendly than ITSM, and brought the relationships between our different databases down to five,” says Warwick. “That by itself was a compelling reason for us to change solutions.”