Case Study: Cristal Union achieves improved user experience and support quality with Matrix42

New service portal improves user experience and support quality

Cristal Union, a large French cooperative and major European producer of sugar, alcohol and biofuels, needed to modernize its IT service processes to improve user experience, support quality and enable mobility, self‑service and tighter security. Working with integrator IT‑tude by Infodis, Cristal Union selected Matrix42’s digital workspace management platform and ITSM capabilities (portal, incident, request and change management) to replace fragmented support channels and better manage roughly 3,300 devices and 2,000 identities.

Using Matrix42’s platform and the IT‑tude integration, Cristal Union launched the new service portal on April 17, 2023; users now benefit from faster searches, filtered views and easier ticket tracking. As a result — and explicitly thanks to Matrix42’s solution — almost 40% of tickets are handled through the portal, email and phone requests have declined, incidents are resolved more quickly without higher‑level escalation, and the IT team has freed time to focus on IT asset management, knowledge base improvements and cyber‑security initiatives.

Cristal Union

José Andrada

IT Service Center Manager