Brammer Group

Brammer Group

Reducing resolution times, maintaining service standards and increasing revenue with OpenText eService Desk

Brammer is Europe’s leading specialist distributor of industrial maintenance, repair and overhaul products and services. A global organisation, it employs 3,600 people across 23 countries. Having already implemented OpenText’s eService Desk to manage Group IT, Brammer engaged with AuraQ to configure their solution so that it managed requests from multiple business areas.

In just 15 days, AuraQ built, tested and implemented additional functionality to enable the service desk team the ability to monitor, track and record faults and requests in an efficient and effective manner. Brammer’s solution now manages, streams and routes requests from different business areas and is scalable to meet future business demands.

AuraQ delivered a scalable solution which has saved us an immense amount of time and now provides our management team with access to vital statistics previously unavailable to them.Service Desk Manager

Benefits:
  • Clearly defined requests and routing procedures
  • Faster request resolution timescales
  • Improved billing cycles
  • Increased ROI
  • Future proof, scalable solution