"Our users love the simplicity of IBI-helpMe."

(M. Boos, Team leader for user support in the city of Freiburg)

The city of Freiburg employs 3,500 people, all of whom are supported by a six-person central service desk team. Our interview partner Marcel Boos is the team leader for user support and is responsible for the service desk, on-site support, deployment, AV and printer management and thus - together with his team - provides support for all city employees.

Support cases before IBI-helpMe
Originally, our users reported support cases via the usual ticket system. This consists of the telephone, email and service portal channels. However, the efficiency left a lot to be desired: we often lacked important information at the service desk to effectively help our users. The resulting queries naturally meant a lot of extra work for both sides.

Goal
We were therefore looking for an addition to the usual reporting channels that would allow our users to create comprehensive support cases quickly and easily, thus saving time when solving problems. Simplicity was a key factor here: the decisive framework conditions were simple implementation, low support costs and easy handling for users.

Implementation
We came across IBI-helpMe during a meeting with IBITECH at the Service Desk Forum. Right from the start, we were convinced that we had found the right software solution. The implementation of the software was ultimately completed quickly and easily, also thanks to the excellent support and contact with the provider IBITECH. Since the introductory phase, our users have been delighted with this simple way of opening support cases. The use of IBI-helpMe is therefore increasing.

The decisive added value that IBI-helpMe offers us is the simple and clear transmission of hardware data and problem descriptions, including screenshot(s), which saves us.