As far back as 1569, the mill in Slöinge in Halland was run by ancestors of the Stenström family. That makes Bertegruppen Sweden's oldest family business. Today the fourteenth generation is active in the company.
The group comprises Berte Qvarn, SIA Glass, Berte Gård, Hafi, Berte Museum and the BERTEBOS Foundation – a business rooted in agriculture and food production that today spans several companies and operating areas. That places demands on an IT organisation that works the same way regardless of which company a user belongs to.
The challenge
Bertegruppen's approach to IT service and documentation no longer kept pace with the size of the business. Tickets were handled differently by different employees, which created uneven service quality and made follow-up difficult.
Documentation of processes and environments was fragmented and hard to keep current. Important knowledge risked being lost when staff changed or when complex situations arose.
The solution
MSP Nordics began the collaboration with a review of how Bertegruppen's IT worked in practice. We mapped workflows, identified areas for improvement and, together with the team, built a clear picture of what needed to change and in what order.
From that picture, service management and documentation were restructured to meet both current needs and future growth. Considerable weight was placed on involving employees and ensuring the new ways of working were experienced as an improvement – not as another layer of administration.
The results
- 29% more efficient IT support through modernised ticket handling
- A shared service process established across several operating areas
- 22% less administration around support tickets
- 14 new reports and follow-up views created
Bertegruppen now has an IT organisation with clear processes, structured ticket handling and a documentation structure that works as living support in daily operations. Dependence on individual knowledge has decreased, and the ability to deliver consistent quality regardless of who handles a ticket has strengthened.
The collaboration has laid a foundation for Bertegruppen's next generations – in a business that has already shown it can last more than 450 years.
Areas of expertise
IT service management · Documentation · Process optimisation
