The IMA Group, the world leader in the design and manufacture of automatic machines for the process and packaging of pharmaceuticals, cosmetics, food, tea and coffee , has been entrusted with the experience of Pat, a Zucchetti Group company, to centralize and standardize its own services, providing structured management of around 30,000 reports a year and a unique support for all 6,000 Group users located in Italy and around the world.
Following the leaky expansion of the IMA Group over the last few years, the management of centralized IT services has acquired an ever-increasing complexity for the IMA team, requiring a leap in quality in structuring services and standardizing procedures . until a few years ago IMA users were 70% based in Italy and belonging to the same infrastructure, but in the last period, requests came from a variety of channels, not all monitorable and not all integrated .
In this evolutionary context, IMA Management feels the need to structure a traceable standard resolution process and therefore Pat’s HelpdeskAdvanced 10 platform has become the central focus of IT Service Management for the IMA Group .
HelpdeskAdvanced coordinates and manages multichannel services, requests, and reports in a standard manner, and standardizes specific processes such as Incident, Asset and Facility Management standardized. By introducing the web portal for users, IMA has been able to structure a detailed Portfolio and Services Catalog , through which each user, from any division or branch abroad, can easily navigate and identify the type of request to be made.
“We were entrusted with Pat’s experience and thanks to the HelpdeskAdvanced core platform, we redefined a new standardized and centralized operating model that constantly aims to improve user experience,” says Ing. Salvatore La Malfa , IT Performance Analyst . “Customer Portal, the new web channel for users, opens and categorizes over 40% of the reports that were previously handled via mail or phone, with a large overload of operators. The tool was instantly appreciated by users who use it with satisfaction in self-service mode and by the same operators who have already seen their activities relieved of previous unstructured management. “