Case Study: GISA GmbH increases customer satisfaction with USU Service Management

GISA increases customer satisfaction with USU Service Shop

GISA GmbH, an IT services provider with 840 employees and around 300 customers in Germany, needed a more scalable and user-friendly service portal to handle growing demand, customer-specific products, and complex approval and fulfillment requirements. Its previous solution lacked the performance, usability, and administration capabilities needed for efficient central portfolio management. USU Solutions provided USU IT Service Management to support the transition to a more flexible enterprise service management platform.

USU Solutions, together with partner Gentlemen Group, implemented the new USU Service Shop with catalog management, workflow customization, and training so GISA’s department teams could manage content and approval processes independently of IT. The shop went live after 12 months and passed a test with 600 simultaneous users after performance tuning. The result was higher customer satisfaction, better transparency, faster implementation of customer-specific requests, and a solution that gave GISA greater scalability and internal flexibility.

GISA GmbH

Tom Halang

Head of Process IT/IT Service & Quality Management