Incident Management System- Global Manufacturing Firm (Case Study)
A hassle-free incident management mechanism goes a long way in ensuring effective use of IT assets, by preventing breakdown of computerized systems. This, in turn, enables high levels of organizational productivity, leading to increased profits. A good incident management system also results in better utilization of the company’s resources and time and plays a key role in ensuring high levels of enduser satisfaction. Unfortunately, several manufacturing companies lack a robust incident management system, and this causes frequent IT issues disrupting their business. Today, we will see how Solunus enabled a well-known manufacturer of industrial cleaning equipment develop a highly efficacious incident management using Salesforce.
About the Client The client is a global manufacturer of industrial cleaning equipment, headquartered in Brøndby, Denmark, with its American subsidiary based on Brooklyn Park, Minnesota. They have extensive presence in more than 100 countries.
Project Overview The customer approached us to develop an incident management system of high efficacy. They were having a lot of issues with frequent breakdown of their Salesforce system. The cleaning equipment manufacturer lacked proper documentation to fix these issues in a proper, timely manner.
Challenges Faced by the Client •
The customer suffered from frequent breakdowns of their Salesforce system
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They did not have an ITIL process for incident and change management
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The client lacked the documentation needed to resolve their problems
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Collaboration between various stakeholders was poor
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User adoption levels of the manufacturer’ Salesforce system were very low