Muneris IT is based in Linköping and has built its business around a broad offering within infrastructure, networking and communication, security and the modern workplace – always taking the customer's operations as the starting point rather than the technology itself.
The customer base spans several industries, from construction and manufacturing companies to community organisations. That places demands on a delivery that works the same way regardless of how different customer environments look.
The challenge
As the customer base grew, the variation in how tickets were handled became a problem in itself. Different customers had different ways of working, and getting an overview of what was ongoing, prioritised or delayed required manual compilation.
It also made it difficult to report delivery to customers consistently. Without a shared structure, follow-up depended on who was doing it.
The solution
MSP Nordics helped Muneris IT bring ticket management, contracts and follow-up into a shared working model that functions regardless of customer size or industry.
Workflows were restructured with clear prioritisation and automated steps where work had previously been manual. Alongside this, dashboards were built to make delivery visible – both internally and in the dialogue with customers.
The results
- 36% more efficient handling of customer tickets
- More than 650 users and customers brought into a shared working model
- 24% improved response times through more efficient workflows
- 11 new dashboards for follow-up
Muneris IT now has better control over its processes and can follow up on delivery without manual compilation – which shows in both response times and customer dialogue.
Areas of expertise
Ticket management · Contract management · Reporting · Process structure
