A top Nordic provider of critical infrastructure services turned to ITDS to optimise its use of the IFS application (versions 7.5 and 9). The goal: streamline system performance, ensure uninterrupted business operations, and provide responsive technical support across the organisation. With the platform supporting essential business processes, a seamless support structure was crucial to daily operations.
Challenges
- New System Familiarisation: Supporting users transitioning to IFS while maintaining business continuity.
- Expanding Project Scope: Scaling support capabilities as the project’s scope and complexity increased.
- Efficient Ticket Management: Reducing resolution times and improving support workflows for incoming technical queries.
Solution
ITDS deployed three dedicated IFS specialists to provide hands-on support and drive technical and operational improvements. Key focus areas included:
- User-Centric Support: Offering direct assistance to end users experiencing issues with IFS 7.5 and 9, ensuring smooth execution of business processes.
- Knowledge Transfer: Participating in continuous learning and leveraging the expertise of senior team members to build deep system understanding.
- Team Collaboration: Implementing daily syncs to review and troubleshoot complex tickets, promoting a strong learning culture and fast resolution.
- Smart Use of Tools: Supporting operations using key platforms such as Excel, LENS, Symbrio, Pagero, and both IFS versions, streamlining system interactions and data flow.
Business Impact
- Improved Workflow Efficiency: Transitioning responsibility for ticket handling from second to first line enabled better prioritisation and allowed technical teams to focus on more complex tasks.
Strengthened Technical Capability: Ongoing collaboration and training led to a notable increase in the team’s ability to resolve technical issues independently. - Business Continuity Ensured: With a reliable support structure in place, the client’s business operations continued seamlessly, minimising downtime and disruptions.
Why ITDS?
- IFS Application Expertise: Deep functional and technical knowledge allowed us to quickly add value to the client’s operations.
- Agile Response to Scope Expansion: Our team adapted swiftly to increased demands while maintaining quality and efficiency.
- Trusted Support Partner: ITDS fostered a collaborative, well-trained team with a clear focus on responsiveness, ownership, and continuous improvement.
This project highlights ITDS’s ability to deliver expert application support, optimise system performance, and build internal capacity, all while ensuring uninterrupted operations in complex infrastructure environments.
Interested in Our Services?
To get in touch with us, please send an email to info@itdsportugal.com and experience fast and efficient project team building for your business needs.
