Case Study: thomastech achieves faster ticket resolution and real-time asset visibility with EZO (EZOfficeInventory)

thomastech Speeds up Ticket Resolution with EZOfficeInventory and Zendesk - Wins with Customers

thomastech, a data center lifecycle solutions provider serving 2,500+ customers across 15 countries, was struggling with rapid growth, manual spreadsheet-based asset tracking, and a lack of real-time location and contract visibility that slowed ticket resolution. Zendesk recommended EZO (EZOfficeInventory), and after evaluation thomastech adopted EZOfficeInventory to provide a centralized, cloud-based system for tracking servers, contracts and SLAs.

Using EZO, thomastech now tracks over 12,000 items with unique IDs, integrates EZOfficeInventory directly into Zendesk tickets for instant access to asset, contract and SLA information, and leverages alerts and custom roles for stock replenishment and secure customer access. The EZO implementation increased staff efficiency and first-response rates, sped up ticket resolution, improved inventory control and procurement, and helped thomastech enhance customer transparency and win more business.

thomastech

Michael Hill

Senior Technical Manager