A few of our success stories
Success stories and digital innovation. Our clients tell you how Xperience has transformed the way they work.
Managing the complexity of IT services
“The implementation of Xperience allowed us to manage the complexity of the IT system of Publiacqua, allowing us to provide services to over 600 users, using different tools within the software.
Publiacqua is now able to monitor internal and supplier activities, and thus able to analyze the effectiveness of services and support strategic decisions.
Xperience has allowed us to have all the history of requests made on IT accounts, useful information also for any internal/external audit activities.”
Aiming for excellence in user service
“EUI, the European University Institute that hosts and trains researchers from more than 60 different countries, has as its main objective the promotion of research and doctoral and post-doctoral studies, in Economics, History and Civilization, Law, Political and Social Sciences.
We chose Xperience for managing customer support processes in IT and Facility, finding the ideal solution in managing assistance services, from opening tickets to their resolution.
The institute’s Service Desk receives requests by email or phone, opens a ticket assigned to ICT or REFS. From here on, every activity on the various tickets is tracked and monitored to give rise to a fundamental database for the management and optimization of services. With Xperience, EUI has improved the User Experience, reorganizing and optimizing the Service Management.”
Puntare all’eccellenza nel servizio agli utenti
“La sua principale missione è quella di promuovere la ricerca e gli studi dottorali e post – dottorali nell’ambito delle scienze sociali. I quattro dipartimenti – Economia, Storia e Civilizzazione, Legge, Scienze Politiche e Sociali – ospitano e formano ricercatori provenienti da più di 60 paesi.
Xperience gioca un ruolo primario nella gestione dei servizi di supporto, sin dall’apertura dei ticket. Il Service Desk dell’Istituto, una volta ricevute le richieste, via email o telefono, inserisce le informazioni in Xperience aprendo così un ticket che viene assegnato all’ICT o al REFS.”
Digital Innovation to always count on timely and accurate data
“Since we started working with Xperience, we have a greater awareness of what the results we are aiming for today are. Before, we consulted results and data at the end of the month, annually, noting the various problems and goals achieved. Now, having undertaken this process of innovation and renewal in the company, we can count on precise and timely data, useful for us, to improve and optimize our work, but also useful for the customer, with a view to ensuring optimal and transparent service.”
Improving the governance of support services
“Gea Soft has always sought to distinguish itself in the IT company landscape for its problem-solving propensity and to guarantee the best to its customers, the company has since the beginning chosen to specialize in a few vertical sectors.
Thanks to the experience accumulated over the years, today, Gea Soft is a leader in the footwear sector and is rapidly becoming one in the building warehouse sector too.
We wanted to fully exploit the extreme configurability and flexibility of Xperience, thus obtaining a solution layout based on our needs and processes. Within the solution, a tool with which we manage various tickets at 360°, all processes related to customer support have been integrated. The product is currently used by 25 operators, grouped into different queues for Applicative Areas/Customers.”
Greater responsiveness in responding to the need for qualified resources
“Basis Plant Services, an Oil&Gas service provider, had problems with operational slowdowns caused by manual process management, risking losing ground in the market. We therefore opted for an immediate revision of business processes, aligning ourselves with the complex and rigorous regulatory and compliance framework.”
Basis Plant thus embarked on a digital transformation journey. With Xperience, we have implemented HR and Safety processes, later extending to Purchasing and Supplier Monitoring areas.
As a result of this decision, we have recorded:
• a greater responsiveness in responding to customer requests, with a 17% increase in orders.
• optimized ability to proactively meet requirements…
Maggiore reattività nel rispondere alle richieste di risorse qualificate
“L’azienda Basis Plant Services, che fornisce servizi nell’ Oil&Gas, aveva processi manuali ingombranti che rallentavano le operazioni. La società perdeva terreno nei confronti dei principali concorrenti. Ha quindi operato una revisione immediata dei propri processi, contemplandone uno stretto allineamento con il quadro normativo e di conformità sempre più complesso e rigoroso.”
Il cliente ha intrapreso un viaggio di trasformazione digitale. Xperience è stato scelto dapprima come piattaforma per il cambiamento e l’implementazione dei processi di HR e Safety, estendendosi successivamente alle aree Acquisti e Monitoraggio Fornitori.
- Maggiore reattività nel rispondere alle richieste di risorse qualificate dei clienti con un aumento del 17% sui ricavi.
- Miglioramento della capacità di soddisfare proattivamente i requisiti normativi durante tutte le fasi di gestione del personale e delle attività.
- Eliminazione totale degli errori di autorizzazione della procedura acquisti
