“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.”