New service portal improves user experience and support quality
The Cristal Union cooperative has modernized its IT service processes with Matrix42 and IT-tude by Infodis and can better support users in their everyday work.
About Cristal Union
The cooperatively organized Cristal Union Group specializes in the cultivation of sugar beet and related industries. Today, the cooperative is one of the largest producers of sugar, alcohol and biofuels in Europe. Cristal Union is located in the northern half of France and operates 13 French production sites. The cooperative has around 9,000 members, employs 2,000 people and works with 2,500 customers in 100 countries.
Numerous employees and endpoints
To pave the way for innovation and meet new challenges, Cristal Union decided to modernize its IT services. The cooperative‘s IT department has 45 employees and manages approximately 3,300 devices, 2,000 identities and 50 applications.
Modernizing and evolving tools
The innovation process presented the IT department with a number of challenges. The most important task was to improve the quality of support, as the user experience was not yet satisfactory. At the same time, Cristal Union wanted to adopt innovations and deploy solutions for mobility, self-service and external partners. Finally, the modernization of IT services was also about increasing performance, industrializing the fight against cybercrime and managing the IT park more reliably.
The solution
Cristal Union tackled the challenges from 2021 hand in hand with the integrator IT-tude by Infodis and the manufacturer Matrix42. IT-tude by Infodis supports numerous companies in the areas of ESM, ITSM and ITAM. With its platform, Matrix42 offers solutions for digital workspace management and helps companies to simplify the management of their digital work environments.
The first phase of the project focused on portal, incident management, request management and change management. User and stakeholder training began in April 2023. The live launch took place on April 17, 2023.
Simplified requests
With the new IT system, Cristal Union can view the tickets issued more easily, perform precise searches faster, and filter the results.
After the successful completion of the project with IT-tude by Infodis and Matrix42, Cristal Union now wants to bring other resources up to date. IT asset management is already underway, and the knowledge database and problem management will soon be evolved.
