Case Study: NetSourcing achieves 60% first-line resolution and flexible pay-per-use cost savings with HEAT Software’s HEAT Service Management

NetSourcing processes flexible tickets with HEAT Service Management from HEAT Software

NetSourcing, a Dutch managed‑services provider, needed to improve client service, streamline ticket handling and cut costs. Their previous helpdesk application made it hard to separate client data, integrate with portals and customize workflows, so they sought a more flexible, pay‑per‑use solution that would support consistent, ITIL‑based processes.

Econocom implemented HEAT Service Management (cloud, ITIL v3), added a self‑service portal, email intake and workflow automation, and integrated modules with accounting. The result: first‑line resolution rose from 40% to 60% (still improving), SLA response targets are consistently met, monthly invoicing time fell from days to under an hour, and NetSourcing gained greater flexibility, functionality and cost control under a pay‑per‑use model.

NetSourcing

Peter De Bruyne

Managed Services Manager