TNT Innight: Clear structures for a fast IT helpdesk

The specialist in overnight express delivery uses ConSol CM for its service desk and for IT service management.

ConSol CM provides an interconnected flow of work processes at TNT Innight, and the flexibility for these to be configured by employees using Workflow Editor.
As ConSol CM is a web-based software solution, TNT Innight’s service teams can carry out their work at any location. Detailed reporting features guarantee the smooth transition between helpdesk shifts.


Benefits:

  • Maximum efficiency, thanks to process-supported, ITIL-compliant workflows
  • Clear handover arrangements for the transition between shifts and in cases of absences
  • Detailed and user-friendly reporting
  • Daily synchronization with the central LDAP server

“Thanks to the helpdesk solution ConSol CM, it is now possible for the employees in the ICS service desk to work in a process-controlled manner structured according to ITIL. The software solution is tailored to our needs and ensures that IT inquiries are not processed twice and, above all, that they are processed promptly. Transitions between shifts, as well as holidays and absences are now clearly regulated and documented. Overall, ConSol CM encourages efficient work, conserves personnel resources and supports employees so that they can concentrate on their key tasks.”

Ralf Peter, Head of ICS Services & Support at TNT Innight

More details in our complete success story (pdf)