IT company Santa Monica Networks (SMN), operating in Finland and Baltic states, has chosen House-on-the-Hill (www.houseonthehill.com) to help manage its services.
The decision follows Santa Monica Networks move into managed and professional services after its successes in data transmission networks, IP communications and IT security product sales.
We required a solution which can support IT Service Management, can be centralised and is IT Infrastructure Library (ITIL) -based), said Justas Darguas, General Manager of the SMN Group (www.smn.lt).
Santa Monica previously used SupportDesk in its offices in Latvia and Lithuania, and has now extended this to Estonia and Finland.
Being a service provider, we needed to manage support requests and on-line information about customers, Mr Darguas added. Additionally, with SupportDesk we have been able to assess how much time each support engineer is spending on jobs.
Using a centralised database and the same workflows allows us to share resources which creates a better and more timely service. We can now separate calls on a national level but work as one team by sharing calls among support staff in different countries.
He said staff in Latvia and Lithuania had been impressed with SupportDesk and House-on-the-Hill which has clients in some 40 countries. The solution was allowing the group to automate service processes which would lead to lower costs.
Our experience showed the solution was flexible and comparatively easy to implement with all the important features and functions we were looking for, Mr Darguas said. During the implementation House-on-the-Hill proved to be a reliable company which values its customers.
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