Case Study: OverTheWeb achieves scalable customer support with 4me

OverTheWeb - Customer Case Study

OverTheWeb, an IT outsourcing provider in the Netherlands, needed a more scalable way to support growing demand for cloud services like Microsoft Office 365 and hosted VoIP. The company wanted to keep administrative overhead low, give customers online access to support, and avoid the high cost and complexity of traditional ITSM tools, so it turned to 4me and its Self Service portal.

4me was implemented for request, incident, service catalog, and service level management, with the rollout completed in just a few hours and data loaded over about three days. The result was smoother request handling, SLA-based prioritization, automatic notifications, and better efficiency for support specialists, while customers could track requests through a branded self-service portal. 4me also delivered richer management information than expected, without the need for custom reports.

OverTheWeb

Pieter van der Meulen

owner