Cireson Platform Helps Addenda Capital Bridge the Gap between Multilingual Systems and Increased Efficiency
Company Size
11-200
Region
- America
Country
- Canada
Product
- Cireson Platform
- Notify Analyst app
- Self-Service Portal
- My Active Work Items
Tech Stack
- Microsoft System Center
- Service Manager
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Facility Management
Use Cases
- Predictive Maintenance
- Remote Asset Management
- Remote Control
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
- System Integration
About The Customer
Addenda Capital is an investment management firm providing solutions for institutional and high net worth clients. The company’s 50 investment professionals manage bond, equity, commercial mortgage, and specialized investment strategies for its clients. Since the IT team is bilingual with French and English staff located in four offices, it creates a unique challenge for the team to have all help desk interfaces perfectly synchronized in both languages.
The Challenge
Addenda Capital’s previous help desk software was a basic solution that eventually became too small for their needs. The system was too slow and inadequate to process and work on daily service requests. Addenda Capital looked at various solutions and decided to deploy Microsoft System Center, alongside Service Manager that came as a bundled offering. As the team had to have Service Manager running in both English and French as a parallel deployment, they had to make sure that every screen, button, and menu item was exactly the same in both versions. Once the deployment work was finished, it was clear that many layout items in the English version were not the same as in the French version. Some of them weren’t translated correctly, while others were simply hard-coded. For months, the IT team endeavored to translate and fill in the missing pieces. It was their very first experience with Service Manager, which contributed to the challenge. Even after significant work, the problem remained the same: the need for a multilingual solution. While re-evaluating help desk products once more, the IT team landed on Cireson. Very quickly, it became apparent that Cireson’s apps were designed to solve the exact problems the team was faced with. Encouraged, the team resolved to deploy Service Manager together with Cireson, and roll it out to their users on their own timescale.
The Solution
Today, Addenda Capital fully embraces the Cireson Platform. The Notify Analyst app is invaluable in creating workflows to advise analysts of assigned or re-assigned items. The email notifications are sent from an intuitive interface that doesn’t require custom coding. The app is fully multilingual, allowing Addenda Capital users speaking French or English to communicate freely. The Self-Service Portal is another solution that streamlined and simplified the work of the IT department, enabling users to create, access, and work with their requests in a simple and intuitive way. Additionally, My Active Work Items stands out as a staff favorite. By allowing users to view and work with all their related items from a single screen, it saves valuable time and reduces potential errors. The Addenda Capital users no longer have to switch between views, log into various systems to resolve incidents or provide help with service requests. For Addenda Capital’s small IT department, automation plays a critical role in the staff’s daily activities. With less time spent on manually configuring the system, or struggling with problems, they are able to provide better service they can provide to their end-users. Cireson offers the robust automation they need. With Cireson’s help, Addenda Capital’s former issues have been minimized or resolved completely, and they have a working, fully functional system to efficiently support their users in multiple locations.
Operational Impact
Quantitative Benefit
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