Service Desk Suite
Taking back authenticity were key drivers behind RBC Group’s Help Desk solution with Agiloft. Standing as one of Australia’s largest independent and privately owned technology integrators, the company sought to replace their existing software with a solution that wasn’t inhibiting.
“Agiloft was an obvious choice for us at it provides greater visibility and business intelligence,” says Michael Granata of RBC Group. “We were looking to reduce labour costs and automate Help Desk functions that previously required human collateral.”
In its 40th year of operation and emerging as one of Australia’s fastest growing businesses, RBC Group currently provides managed services to over 3,000 clients nationally, comprising of both hardware and software solutions, as well as maintaining billions of printers and associated devices. It has formed partnerships with global IT and software companies including, Hewlett Packard, IBM, Microsoft and Apple, to name but a few. Thus, securing an efficient and ever-evolving Help Desk solution was paramount to its ongoing success.
“Their previous software was really expensive and too complex for RBC’s Help Desk team,” explains Heather McEwen of Saasam. “RBC have a fairly active Help Desk:100 sales people, 500 customers, 100,000 end devices, 600 active jobs / 20 IT jobs per day. That’s a lot to keep up with and stay abreast of.”
Taking ownership of its Help Desk was at the forefront of decision making, says Granata. “We found our existing software really rigid, and we wanted to take ownership of our data control, and business platforms. Simply, we wanted ‘authenticity’ when it comes to data control.”
A set of Help Desk directives and requirements were sought by RBC Group, these included:
“RBC also needed Agiloft implemented within three months, before the agreement with their previous software partner expired,” explains McEwen. “So much of the implementation was conducted inhouse and it was great to work with such a technically competent customer.”
"Agiloft was an obvious choice for us at it provides greater visibility and business intelligence,”
-Michael Granata - Information Systems Manager, RBC Group.