Serit Eltele is part of the Serit group, one of Norway's largest independent IT groups, with its own offices in Alta, Vadsø and Hammerfest.
The company has long experience of operations within both the private and public sector – including as a supplier of welfare technology to several municipalities in Finnmark. That is a delivery where requirements on availability, traceability and documented processes are higher than in most other contexts.
The challenge
With customers spread across a large geographical area and high demands from the public sector, maintaining a unified overview of customer dialogue and ongoing tasks became increasingly difficult.
Information about what had been promised, started or completed sat in several places. That made lead times hard to predict and follow-up against customer contracts dependent on manual work – particularly awkward in a business where several customers are subject to requirements on documented delivery.
The solution
MSP Nordics brought customer dialogue, tasks and contractual commitments into a shared structure, with standardised support processes that look the same regardless of which office or which customer is involved.
Registration, prioritisation and escalation were given clear steps, and follow-up against SLAs and customer contracts was built into the workflow rather than carried out afterwards. For public sector customers, that means the traceability is there when someone asks for it.
The results
- 42% faster handling of support tickets
- Centralised management of customer dialogue and tasks
- 28% shorter lead time from registration to resolution
- 15 standardised support processes established
Serit Eltele now works more systematically and can give its customers a more consistent experience – regardless of where in northern Norway they are and which sector they belong to.
Areas of expertise
Ticket management · Contract and SLA follow-up · Process standardisation
