Wihlborgs’ priority, during their IT services procurement process, was that their provider could both offer a positive user experience and be a stable and proactive IT partner. The provider also needed to offer a wide range of services and, additionally, have not only a strong focus on partnership but also the ambition to develop both their offering and the relationship over time. Their choice, after a thorough procurement and selection process, was Iver.
Not only did Wihlborgs lack a professional ticket handling system, the communication between IT and operations suffered from a variety of deficiencies. This made prioritising, following up on, and delivering a service level that lived up to the operations’ expectations problematic.
We needed an IT partner that was a cultural match and who could provide a high quality service for our users – a partner who had the ability to generate clear SLAs, and who you feel will go that extra mile when it comes to customer service, says Dag Widell, CIO/CDO at Wihlborgs
Wihlborgs needed to generate a high-quality service solution that makes it easy for employees to get help quickly, via Iver’s service desk, by means of a centralised ticket handling process. It was consequently vital that the introductory process was conducted with a strong focus on clarity and communication, and that Wihlborgs’ employees knew exactly what to expect from Iver’s service package. Wihlborgs also lacked system support for handling on-/off-boarding and ticket handling where the company’s internal IS/IT needed to be part of the process. These issues were resolved with the help of Iver’s support and self-service portal.
We quickly developed a real sense of confidence in Iver and their ability to provide IT services. The clarity about what the services entailed, close dialogue, and the willingness to meet our specific requirements were all important in choosing a future partner for Wihlborgs, continues Dag Widell.
The real flexibility that Iver showed when it came to placing the focus firmly on the user and the customer at all times meant that we felt secure in our choice of provider. The high-quality service provided by Iver’s customer team means not only that we now save time but that we eliminate frustration on the part on both IS/IT and our operations. The ability to follow up on and work proactively with improvements through a transparent ticket handling system, and an effective on-/off-boarding portal that enables an insight into the process, were other reasons why we chose Iver, says Dag Widell.