Cireson Platform Helps Addenda Capital Bridge the Gap between Multilingual Systems and Increased Efficiency
公司规模
SME
地区
- America
国家
- Canada
产品
- Cireson Platform
- Notify Analyst app
- Self-Service Portal
- My Active Work Items
技术栈
- Microsoft System Center
- Service Manager
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 应用基础设施与中间件 - 数据交换与集成
- 功能应用 - 远程监控系统
适用行业
- 金融与保险
适用功能
- 商业运营
- 设施管理
用例
- 远程资产管理
- 预测性维护
- 远程控制
服务
- 系统集成
- 软件设计与工程服务
- 云规划/设计/实施服务
关于客户
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.
挑战
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.
解决方案
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.
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