Case Study: Profesia reduces help‑desk requests (54% fewer calls, 38% fewer emails) with Newired

Profesia Enhances Efficiency and Employee Productivity with Newired's Tailored ALM Training

Profesia, a fast-growing player in the Italian IT marketplace, faced rising errors and support demand as employees struggled to use their Polarion-based activity reporting and timesheet system—support requests had grown 42% in one month. After traditional training methods failed, Profesia introduced Newired as an in-app support and training tool to guide employees through the reporting process.

Newired was deployed to provide continuous, contextual training and a brief course for the support team to create guidelines, reducing reliance on the help desk. The result: a measurable drop in support volume—54% fewer phone calls and 38% fewer e‑mail interactions—fewer timesheet mistakes, faster spreadsheet use, and clear savings in time and quality after implementing Newired.

Profesia

Luca Bassini

Chief Executive Officer