As soon as he started to trial Vivantio’s solution, Brandenburger was impressed. “The first thing that strikes you is the interface – it’s very easy to use and highly intuitive,” he says. “Some of the other solutions we tried were very clunky. It seemed like their design was 10 years out of date.”
Although Vivantio is most commonly sold as a hosted SaaS solution, Lalux was also attracted by the fact that it’s available with an onpremise option. “We needed this to meet particular compliance requirements in Luxembourg,” Brandenburger explains.
After selecting Vivantio, things then moved fast. Installation, initial configuration and training were all completed in just three days. Training was carried out by the lead Vivantio consultant, who also taught Brandenburger how to configure the system in line with Lalux’s specific needs. This was so straightforward that he was able to pass on the training to his team of service administrators very easily.
“The roll out was amazingly quick,” he says. “If we’d gone with one of the other systems, the whole process would have taken at least three weeks.”
Once Vivantio’s solution was implemented, Lalux started to benefit immediately.
“Suddenly we were able to trace all issues in a much more coordinated way,” Brandenburger explains. “Ultimately, the ERP migration went as smoothly as we could have hoped for.”
Since the migration, Lalux has also adopted Vivantio’s solution as its full time service desk management system. Feedback from the users – in most cases the employees on the ground – has been very positive.
“It’s a big benefit to our users that they now have just one consolidated number to call,” says Brandenburger. “This effectively removes the point-to-point way of working that we had before. As a team we can trace every call, and also get an automatic log or history of each call as it’s completed. Overall this means we now have highly efficient workflows and a more collaborative way of working that resolves issues more quickly and effectively. Users are also happy because they can trace the status of their service requests without having to make follow up calls. Of course, the administrators are also happy that they’re not receiving those calls, too.”
Among other value added benefits, Brandenburger cites ease of reporting as another bonus; “It’s now very easy to export data and use it in the way we want for reporting,” he says. “More than that, another key advantage that really stands out is that Lalux service desk introduced SLAs for the first time.
“The introduction of SLAs is a sign of how far Vivantio has brought us in a short space of time,” says Brandenburger. “The improved way of working has brought us extra confidence to make guarantees about the service we provide. For everyone across the business, that’s a real win-win.”