Case Study: APA-IT achieves greater customer collaboration and SLA transparency with 4me

APA-IT - Customer Case Study

APA-IT, Austria’s leading outsourced media solutions provider, needed a more modern way to support customers across its high-traffic hosting and media services. The company relied heavily on email for support, lacked accurate SLA performance data, and found formal approval workflows too time consuming, while also needing to keep customer data hosted in Austria. To address these challenges, APA-IT turned to 4me for its ITSM and self-service capabilities.

4me implemented an on-premise 4me environment with Self Service, inbox-based work management, digital approvals, SLA tracking, and secure customer-specific environments for closer collaboration. With 4me, APA-IT enabled customers to submit and track incidents and changes online, while over 110 specialists began using the platform from day one. The result was real-time SLA reporting, faster approvals, improved transparency, and greater customer confidence in APA-IT’s service delivery.

APA-IT

Thomas Fruhstuck

Head of Strategy and Operation