SPIE is originally a French company specializing in the design, development, construction, and maintenance of energy-efficient and environmentally friendly installations. SPIE operates in four markets, including urban renewal and sustainable industrial activities.
Jan Verkaik, as Division Director, is responsible for the growth of SPIE Integrated Connectivity Solutions, the division that optimizes building performance. For several years now, this division has leveraged the expertise of OnITnow and Clientele ITSM, partly due to the positive experiences gained earlier by the internal IT department.
AN INTEGRATED APPROACH
“Each division within SPIE has the freedom to choose their suppliers,” Verkaik explains. “This, of course, has many advantages, but it also brings challenges on the backend.” ”That’s why it’s important that we adopt an integrated approach to connect the systems. This enables us to meet customer commitments and keep costs under control.”
INDISPENSABLE SOFTWARE
To achieve an integrated approach, SPIE chose Clientele ITSM as its call management system. The ITSM software also allows monitoring of achieved SLAs, thanks to its extensive reporting capabilities.”Clientele ITSM has quickly become indispensable because it stores all our information. We even send all emails to our customers through the system. Therefore, it’s essential that the software is always reliable. Fortunately, with Clientele ITSM, we are in good hands.”
MORE TRANSPARENT AND MODERN
The transition to the new ITSM software was not without its challenges, Verkaik admits. “When you implement a new system, you also have to adapt the way you work, which can sometimes meet resistance within the organization. That’s why it was great to have
OnITnow guide us through the transition, paying special attention to the human aspect.” When asked about the collaboration with OnITnow, Verkaik especially praises the short communication lines with their team. “OnITnow is a compact organization. If you have a question, you get a response in no time. Unfortunately, that’s not always the case with many other software companies.”
ABOUT SPIE
SPIE Netherlands is a subsidiary of the SPIE Group, a service provider in the fields of energy and communication. With more than 46,500 employees and a strong local presence, the SPIE Group generates annual revenue of €6 billion.
FACTS AND FIGURES
- Founded in 1900
- Active in 38 countries worldwide
- Over 4,000 employees in the Netherlands
- Locations in Schiedam, Houten, and Breda
- 57 Clientele ITSM licenses
THE CONSULTANT ADDS
Dave Ghauharali, a consultant from OnITnow involved in the implementation and configuration of Clientele ITSM at SPIE, remarks: “It’s impressive how SPIE has managed to bring structure to a complex organization. By using a single solution, they now work more effectively and efficiently. In the near future, the support for third-party software in Clientele ITSM will further help SPIE streamline their service management processes.”