Case Study: Endress+Hauser Flow achieves seamless user experiences and higher service quality with Matrix42

How Endress+Hauser Flow ensures seamless user experiences with Enterprise Service Management from Matrix42

Endress+Hauser, a leading manufacturer of industrial flowmeters, faced an aging helpdesk application and the need to extend IT ticketing into enterprise-wide service management for HR, production fault handling and other business services. After evaluating several vendors, they chose Matrix42—initially deploying Matrix42 Empirum and later moving to Matrix42’s Enterprise Service Management Suite to replace the legacy tool and standardize processes.

Matrix42 implemented its Enterprise Service Management Suite and self-service portal (with implementation support from TAP.DE), giving around 15,000 users worldwide the ability to log incidents, requests and orders, track progress, and access a knowledge base. The Matrix42 solution standardized HR workflows, introduced Next Level Support for production fault alerts, connected systems to reduce discontinuities, improved cross-department communication, and delivered higher service quality and greater user satisfaction.

Endress+Hauser

Günther Ciperle

Experte Service Manager