Case Study: Katoen Natie achieves significant cost savings and 24/7 helpdesk efficiency with HEAT Software

Katoen Natie saves costs with 24/7 helpdesk

Katoen Natie, an Antwerp‑based international logistics provider with 85 branches and 11,000 employees, faced an inefficient central helpdesk that handled about 400 tickets weekly from 1,400 PC users. Their in‑house tool offered little visibility or telephony integration, driving high intervention rates and prompting a move to a more robust IT service solution to improve efficiency and enable 24/7 support.

Econocom implemented HEAT Service Management on‑premise with HEAT Voice, a web self‑service portal, knowledge base, SLAs and reporting. The rollout automated call‑ticketing, cut ticket volumes through self‑service, sped up resolutions, increased helpdesk and end‑user productivity and delivered significant cost savings, with plans to extend the system globally and centralize first‑line support in Moldova.

Katoen Natie

Frank Brugge

ICT Manager