Case Study: Coats PLC achieves improved IT efficiency and increased user satisfaction across 150+ locations with Cireson

Coats PLC Uses Cireson to Successfully Support Users in Over 150 Locations

Coats PLC, the world’s leading industrial thread and consumer textile crafts business with over 20,000 employees, operates in more than 70 countries; its IT department of ~280 supports about 7,000 users and 6,500 devices across 150+ locations. Facing fragmentation from 11 different home-grown and packaged help-desk systems, Coats needed a single, Windows-based, ITIL-aligned global service desk that would work out-of-the-box and scale across its units.

Coats deployed Microsoft System Center Service Manager together with Cireson’s Business Management Solution (including My Active Work Items, Notify Analyst and Group Assign) with Cireson consultants over a six-month rollout. The combined solution automated assignments and workflows, enabled two-way communication, improved productivity and user adoption, and made the IT team more efficient—resulting in a noticeably better experience for end users.

Coats PLC

Atul Khetarpal

Head of Finance & HR IT