Case Study: b! powered by Reteco achieves an ITIL-compliant, scalable Help Desk System at one-third the cost with WebRatio

b! powered by Reteco - Customer Case Study

b! SpA (b! powered by Reteco), a leading Italian system integrator in the security and multimedia telecommunications sector with 127 employees and €34M revenue (2012), needed a scalable, ITIL‑compliant Help Desk / trouble‑ticketing application customized to its business and priced competitively with off‑the‑shelf solutions.

Using WebRatio, the team built a cross‑platform ticketing system (Incident, Problem, Change, Knowledgebase) with BPMN‑modeled processes, IFML‑driven UI and integration with ARCA CRM, deployed on a high‑availability Nginx/Tomcat architecture supporting 300 users. The solution consolidated workflow design in a single tool, met certification requirements, proved complete, reliable and easy to maintain, and was delivered at about one third the cost of a traditional coded approach.

b! powered by Reteco