Unifying IT and Business Process by Finnish Company using c.Support

28/02/2006

Finnish plumbing and heating systems company, Uponor, has turned to Tricostar to supply its corporate wide helpdesk solution.

The international company has chosen Tricostar’s c.Support system to run its new helpdesk operation which is being introduced to handle IT and business process enquiries from employees.

Uponor, established in 1918, is a leading international supplier of plumbing and heating systems and has been supplying the residential and commercial markets for over 20 years. In Europe they are also prominent suppliers of municipal infrastructure pipe systems.

The IT helpdesk solution, Uponor’s first fully harmonised support model and service desk, will be used by  up to 3000 employees, throughout their European operation, submitting IT and business process support requests to support staff and key users.

Kari Järnström, Head of Business Solutions at Uponor, commented, “After careful evaluation of other helpdesk solutions, we were impressed by the configurability, maturity and flexibility of the c.Support. Without a doubt, long development of this product is shown in its stability and adaptability to our business needs.”

When commenting on why Uponor chose Tricostar, Kari said “We wanted to have a European partner with a deep understanding of incident management and different underlying technologies, Lotus Domino in this case, and Tricostar fitted these criteria perfectly.”

The helpdesk will be used to record and track IT and business process enquiries, and allow the company to monitor trends in the types of calls they are receiving and identify issues as they emerge.

Jeff Lawler, General Manager at Tricostar, added, “We are delighted to be working with Uponor, particularly as it is the first time they have implemented a helpdesk solution.

“The c.Support package is incredibly configurable and flexible and ideal to meet their needs.”

c.Support was developed by American based GWI to enable organisations to run an internal or customer-facing helpdesk and is designed to fit any operation and infrastructure.

About Tricostar

Tricostar is a leading developer and supplier of practical and workable web based management solutions for the public and corporate sectors. Since formation in 1989, Tricostar has gained a reputation for quality, reliability and innovation.