OptiGroup AB is one of Northern Europe's leading distributors of consumables for industry, offices and property management, operating in 19 European countries with around 2,400 employees and more than 100,000 customers.

With a product range of over 175,000 items, complex logistics flows and thousands of end customers, the business places high demands on a stable IT environment. The IT department acts as a hub for the entire organisation's operational capability, and expectations of fast, accurate support are high at every level.

The challenge

When OptiGroup approached MSP Nordics, they faced a situation common in fast-growing organisations: IT service management had grown organically and was characterised by unclear processes, limited traceability and considerable variation in how tickets were handled depending on who received them.

Employee expectations of IT support were rising, but the tools and working methods had not kept pace with growth. There was also no basis for measuring and improving delivery over time – without data on ticket flows, response times and recurring problem types, it was difficult to prioritise correctly or argue for resources internally.

The solution

The collaboration began with a thorough needs analysis in which we worked with OptiGroup's IT organisation to map existing processes, identify critical bottlenecks and define what successful IT service would mean for them.

Based on that analysis, IT service management was rebuilt from the ground up, with clear processes, defined areas of responsibility and a consistent way of working. Implementation was carried out in close dialogue with the business to ensure the solution matched how employees actually work – from how a ticket is created and prioritised to how it is escalated, resolved and followed up.

The results

• 43% faster ticket handling through better structure and automated workflows
• 18 teams and functions working within shared processes
• 27% more tickets resolved without manual intervention
• Go-live completed within 78 days

Ticket handling is now structured and predictable, and employees know what to expect. Management has the basis to follow up and improve delivery on an ongoing basis, and the IT team can work proactively rather than constantly firefighting.

Areas of expertise

IT service management · Process structure · Business-adapted implementation