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

• They faced challenges with understaffed IT support, inefficient manual processes, and a high volume of time-consuming IT requests

• Implementing deeploi reduced borisgloger's IT workload by 80%, meaning even as a company with 100+ FTE, they don’t need 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, they had a whole host of IT 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.  

He recalls how at the beginning, he was the only one working in his team. They 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 other 20% was difficult because of the shortage in staff.

But the most painful thing for him was handling the little requests: “every morning at 8am, a colleague would have forgotten their password or something like that.” These little tasks “just cause stress, at the end of the day,” Gereon explains. If their consultants have a tech fault, 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 these notifications I get don't have to be solved right away.” In the case of an emergency, deeploi will be there to assist: in fact, 60% of their support tickets now land on deeploi’s plate. “That means free room for me,” Gereon explains, who can instead focus on helping his colleagues in other ways and handling more important issues. “The time investment has been reduced by at least 80%.”

The future

That's time borisgloger can instead 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. With over 15 years of experience, their company has played a decisive role in shaping the mindsets and practices that are now recognised standards in teamwork. In doing so, they’ve become one of the leading management consultancies for agile transformation in the DACH region.