Ordina is an independent IT Services Managed Service Provider (MSP) active in the Netherlands, Belgium and Luxembourg. The company devises, builds and manages solutions for the automation of business processes and ICT by connecting technology, business challenges and people. With an annual turnover of more than 369 million euros, around 2,650 employees and 8 offices, the company is one of the major players in the Benelux. Ordina was founded in 1973 and its shares are listed on Euronext Amsterdam.
Selection criteria
Ordina selected 4me for the next step in service management for the following reasons:
- Integration: A complete integrated solution without the need to keep purchasing and installing separate modules;
- New features: The continuous development and rollout of new features that become available automatically;
- SIAM. The world revolves around services, in every sector. In order to be able to implement integrations with external parties easily, Ordina is going to get the advantage it is so keen to give its customers.
- The user interface: Ordina wanted an attractive product that would immediately guide their internal and external customers through the Ordina IT service delivery journey;
- Flexibility: Easy adjustments to workflows and methods without customizations
- Approachability: Both 4me and the partner InfraVision were easy to talk to, transparent and quick with answers
Implementation
The implementation of the 4me Service Integration And Management solution at Ordina was done by InfraVision, an experienced partner of 4me. According to Jo Geeraerts, Business Unit Manager BPS at Ordina, the service organization had an immediate click with the implementation partner. “They have an unassuming approach, are very available and approachable, and know their trade. If we had to start over, we would change nothing. InfraVision had a clear step-by-step plan and a flexible approach, which is now clearly reflected in the results.”
Results
One of Ordina’s biggest wins is Knowledge Management (KM). It gives them the opportunity to communicate indirectly with the end user, without the need for a request or incident. This, in turn, gives them more control over operations. Jo Geeraerts adds: “Our Supply Chain & Optimization unit – which provides niche services to customers in service and project form – sent us an email to thank us for the results and the priceless new opportunities that 4me and its knowledge management now give them to further expand their business. How is that for acceptance?”