, Nov 14, 2013

"Blokker users are very enthusiastic about the power and flexibility of ServiceNow."

- Albert Blind, Helpdesk Manager -

The customer
Blokker is a national household products chain operating a large number of stores. The company has an IT department with only 14 permanent employees. The company manages its helpdesk in house, with overall coordination by the head office in Amsterdam.

The challenge
Expanding the existing Service Management tool through the addition of five named users turned out to be just as expensive as the initial purchase price of the entire package. The previous helpdesk system consisted of four Access databases in which Blokker kept all the records up to date. Feedback was only provided for the user once the problem had been rectified.

The solution
Blokker switched to ServiceNow with the help of Logicalis SMC. It is a much more flexible and advanced solution and fits in well with Blokker’s future requirements. This central system, which can be accessed through a web browser, enables users themselves to monitor the status of the call and see who is dealing with it. The search functionality has also been improved.

The benefits
The reports are an enormous step forward. Blokker can now decide for itself what it wants to show in a report, and whether or not to publish it. It is also striking how enthusiastic the users are. A major benefit is that Blokker can carry out future expansions itself, without expensive hours of consultancy.

Download this succes story

Related Insights