Global HelpDesk - Tecnotree

Tecnotree Corporation is an international supplier of IT solutions for telecommunication companies, providing solutions for the management of services, customers and invoicing. Tecnotree helps telecommunication service providers to develop their business operations towards the marketplaces of digital services. With Tecnotree services, operators are able to offer individual service packages, improve customer experience and increase added value in all the stages of their customers’ path. The company has about 1,000 employees, globally serving about 90 operators in about 70 different countries.

All good things must come to an end
What yesterday seemed new and fresh is old news today. Or is it? The helpdesk application previously used by Tecnotree had come to the end of its lifespan and it was time to renew the task management system of the Group’s data administration. Ten years ago, the difficult and expensive software was replaced with a flexible and easy-to-use system with a user-friendly interface and world-class maintainability. Back then, the Requeste system by Sysart met the requirements of Tecnotree – and it still does. Requeste, or “Rekku”, is used in both the internal IT support and external customer service of Tecnotree. “Rekku” is also used in product development, managing change requirements from customers.

Early bird catches the worm
When looking for a new partner, it was obvious that the supplier should have a clear and “ready” solution to meet the wishes of Tecnotree in a very quick schedule. The most important reasons for selecting “Rekku” were the external customer portal and the price, i.e. Sysart’s manner of licensing, as well as the flexibility of adjusting “Rekku” to the company’s own needs. Not many systems provide this type of combination, says Tom Sandström, ICT Manager at Tecnotree.

And the train goes on
Previous, regional customer support solutions were left behind. Now, even after ten years, “Rekku” is used throughout Tecnotree in all its 70 countries. New features have been implemented in the customer interface, and the online portal is praised by Tecnotree customers. The transparency of the operations makes life so much easier as the situation of customer support, for instance, can be monitored globally, and the status of different offices can be viewed separately or together, depending on the need. “Even today, the customers mostly report all cases through helpdesk. At the same time, ‘Rekku’ enables the customers to check the status of the cases and, if necessary, update them when convenient,” says European CCBU unit Support Manager Vesa Marttinen contentedly.

Time is of the essence
The effects on service level are experienced as easy, flexible and quick services. This saves time (and nerves) and makes things flow smoothly. It has been important to note that Tecnotree now has the opportunity to measure the quality of the service by, for example, examining how the tickets open and close and can thus be allocated to the SLA agreements of the customers. This means that all the issues can be categorised, making it easy and clear to see what types of issues take the most time.

“Rekku” is man’s best friend
“Rekku” is a great servant, and it is easy to train it to be even better. That is what we ensure by, for example, cooperating with our customers. Vesa Marttinen describes this development as follows: “We received criticism from our customer support on the SLA reporting provided by ‘Rekku’. We contacted Sysart and requested some improvements. The updates we have received have improved the situation.” System issues are not that different from training a dog. If its original properties are good, it learns the basics quickly, after which you can start fine-tuning it.

In a nutshell
Tom Sandström and Vesa Marttinen from Tecnotree deem the cooperation with Sysart fruitful. The cooperation is so tight that “Rekku” has even received some new functions based on the needs of Tecnotree. “I’ve found the cooperation with Sysart very easy and their expertise has been outstanding. We have always received help when we have needed it,” says Tom Sandström. Vesa Marttinen adds: “The work process and product support corresponded to the wishes of customer support and still do. The necessary adjustment work is carried out quickly and our contact person is both extremely knowledgeable about the product and very service-minded. Our cooperation is very fluent.”

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