Luxury & Digital Transformation
The challenge
The customer had several aspects of its ticketing management that had points for improvement:
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management of requests: many tasks were manual, slowing down response times and increasing the error risk
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poor flow visibility: the lack of a centralised request management system made monitoring the progress of activities and measuring performance difficult
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difficulties in meeting global needs: with users spread all over the world, it was crucial to ensure efficient and responsive support
The solution
To meet these challenges, we implemented an integrated solution with tools such as Jira, Power BI and SharePoint, Excel and Power BI, starting from a customised platform on Microsoft Dynamics AX.
We mainly focused on some aspects such as process automation, simplifying and speeding up internal requests, while reducing manual intervention to a minimum and ensuring greater efficiency.
We simplified the access flow for all information related to requests, improving the procedures’ visibility and transparency.With the implementation of a Power BI dashboard, it is now possible to monitor the performance of internal support in real time.
The results
The transition from manual tools such as email or Excel management to integrated and structured IT systems has provided several benefits such as:
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flow automation significantly reduced request response times
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increased visibility on procedures thanks to the centralisation of information
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we improved service quality
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by exploiting detailed and real-time reports, management is able to make timely and effective decisions
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Internal user satisfaction throughout the world by faster request resolution and greater transparency on processes
