This consulting firm reduced time spent on IT tickets by 80%

Overview

• borisgloger is a leading management consultancy specialised in agile transformation, with over 100 employees and 15 years of experience

• The company faced challenges with understaffed IT support, a high volume of time-consuming IT requests, and manual processes that could benefit from automation

• Implementing deeploi reduced borisgloger's IT workload by 80%. Even with over 100 FTEs, the company no longer needs to hire an internal IT admin

Before deeploi

Gereon Borgwardt, IT & Operations manager, has been at borisgloger for more than six years. Even back then, borisgloger had a variety of IT systems in place: their own suppliers for ordering devices, a mobile device management system (MDM), antivirus software... but these services weren’t built on top of each other. For that reason, “many things were not scalable,” he says.

Gereon recalls that, in the beginning, he was the only person in his team, with no one else to share the workload. borisgloger eventually built this up to four people but still found themselves understaffed and had to call on external support to cover all their needs. “We could cover 80% of cases where people had issues,” he explains, but the remaining 20% were difficult because of the shortage in staff.

But the most challenging part was handling a high volume of minor but time-consuming IT issues that required attention. If consultants have a tech malfunction, they won’t be able to work that day, which equals money lost. So being able to handle these emergencies from a distance is essential.

Since deeploi

All this has changed since implementing deeploi. “For these types of emergencies, we can call on you or open a support ticket”. Gereon describes deeploi as a “fire extinguisher” that relieves his stress, because now “I know that the notifications I get don't have to be solved right away — deeploi will handle them”. In the case of an emergency, deeploi is there to assist. In fact, 60% of borisgloger’s support tickets now land on deeploi’s plate.

“That frees up my day a lot,” Gereon explains, who can instead focus on helping his colleagues in other ways and handling more important issues. “The time investment on tickets has been reduced by at least 80%”.

The future

That is time that borisgloger can invest into helping more companies join the agile revolution. For consultancies, whose employees can be here, there and everywhere, having a reliable and streamlined setup is at the core of the business running smoothly. deeploi takes that responsibility off your shoulders — letting you focus on what really matters.

About borisgloger

There was a time in the not-so-distant past when “agile” was nothing other than a good attribute to have if you were planning to become a professional athlete. Then tech came along and started giving everything weird names (take, for example, “dongle”). Since then, words like “scrum” and “agile” have become widespread terms, and hugely popular methodologies for teams working on complex projects.

borisgloger was an early adopter and advocate of this new way of working. As the world's first certified Scrum Trainer and Agile Activist, their founder Boris Gloger got the agile movement rolling in the German-speaking world.

With over 15 years of experience, borisgloger has played a decisive role in shaping the mindsets and practices that are now recognized standards in teamwork. In doing so, the company has become one of the leading management consultancies for agile transformation in the DACH region.