Case Study: ZEISS Microscopy achieves better service visibility and efficiency with Fusion5 and Ivanti

Focusing on service improvement with Ivanti

Zeiss Microscopy, part of the ZEISS Group, needed a modern replacement for its aging FrontRange ITSM system to improve customer service, reporting, and data transparency as incident volumes and business growth increased across Australia and New Zealand. The company also wanted a web-based solution with better access for staff, salespeople, and engineers, plus more flexible and efficient workflows.

Fusion5 implemented Ivanti for Zeiss Microscopy, including incident, task, configuration management, and BI reporting capabilities. The new system automated quote creation, improved visibility and access to data, and cut some tasks from 30 minutes to 5 minutes. As a result, Zeiss Microscopy improved service performance, handled 15–20% annual growth without adding staff, saved time and money, and resolved issues faster before they escalated.

Zeiss Microscopy

Warwick Trevithick

Customer Service and Administration Manager