Help Desk at Telekom & Netzwerk AG

The Telekom & Netzwerk AG is one of the leading providers of IT- and communication infrastructures in Switzerland. Competition in the IT- and communications sector demands exceedingly high quality of Service-support and -delivery.

«In a highly competitive market, standards are steadily increasing for the Telekom & Netzwerk AG. If we do not accommodate these standards we cannot secure a long-term business strategy,» Hermann Graf comments.

«Through the implementation of the multilingual, web-based Help Desk Solution based on MS.NET and ITIL compatibility we are able to highly increase customer loyalty,» he adds.

Quote: Hermann Graf, Managing Director Telekom & Netzwerk AG

«Our decision to acquire TicketXPert.NET was significantly influenced by the fact that it is web-based, by its multilingualism, its MS.NET technology, ITIL compatibility as well as its modularity and scalability. Besides that, this Help Desk Solution meets the demands of the Telekom & Netzwerk AG in every respect thanks to its application architecture and high security and quality standards. After the conception phase including customization TicketXPert was successfully implemented at Telekom & Netzwerk AG. Regarding this project, isonet especially convinced us with exceptional knowledge concerning .NET and ITIL and with professional consulting and management in every phase of the project. Assessment was based on the ITIL framework for "best practice" in Service Management. Isonet is palpable for us; it provides direct communication and capable contact persons.

The PlugIn-based depiction of individual business processes of the Telekom & Netzwerk AG in TicketXPert.NET's Workflow Engine had considerable impact on the success of the project.

Ergonomics and navigation of TicketXPert.NET are ensured through a User Interface (UI) for web-based applications which is standardized by Microsoft.

Also, we are enthused by the functional range of TicketXPert.NET, visible in its Early-warning system, Dispatching & Rule Management and modular structure. This range even allows us to implement the registration of hours and to realize statistics for outsourcing projects.

Even after the conclusion of the venture we are optimally attended to by isonet. Change-Requests are always executed instantaneously and in top quality.

I am very content with our decision for the .NET and ITIL based Help Desk Solution TicketXPert.NET and would make the same choice again. Since the introduction of TicketXPert.NET, customer as well as employee satisfaction has been increasing and work processes have been significantly improved and standardized.»