Case Study: Dürr Dental Group achieves faster IT resolution and audit-ready records with OpenText Service Desk

Dürr Dental Group - Customer Case Study

Dürr Dental Group, an innovative German manufacturer of dental equipment with about 1,000 employees, struggled with an unstructured IT support approach as it grew: users contacted individual technicians directly, workloads were unequal, technicians spent excessive time on phone updates, and there was no central repository for service requests or configuration changes, making audits slow and diverting resources from projects.

To address this, Dürr Dental deployed Micro Focus Service Desk as a centrally managed, single point of contact (web/email/phone), integrated with its existing ZENworks and GroupWise environment and implemented in three days as a virtual appliance. The solution automated error reporting, standardized incident management and documentation, accelerated problem resolution, improved IT and user satisfaction, and made audit data instantly available — with plans to expand features and build a knowledge base.

Dürr Dental Group

Ralf Durst

Head of IT