The shipping company
In Denmark's oldest shipping company, D/S Norden, which only has a few members of staff at its disposal to carry an enormous responsibility, the company is highly dependent on a well functioning IT-infrastructure.
Challenges
At D/S Norden, the IT-infrastructure also includes overseas areas such as Singapore, Shanghai/China, Annapolis/USA, Rio de Janeiro/Brazil and Mumbai/India. What is required therefore, is international support that is geared for different time-zones. There is therefore a major need for a stable Service Desk that is both web-based and can also be scaled up, in step with the company's development.
Experiences
The web-based Service Desk IHLP® has optimised the service function considerably at D/S Norden by, among other things, enabling the staff to improve the systematisation of assignments and retain an overview of the many different service and support activities, no matter where in the world the cases originate.
