Envirosuite deploys new automation technology for scalable growth
Environmental intelligence solution provider Envirosuite is deploying Micro Focus Service Management Automation X (SMAX) to automate its customer technology support processes and better manage its help desk ticketing process.
The deployment will enable customers to easily find product and technical information for more streamlined support, allowing the business to scale flexibly.
Envirosuite provides environmental monitoring and management technology, including tools to measure elements such as air quality, water quality, noise, vibration, dust, or odour coming from airports, construction, industrial, mining, waste and water facilities. The company’s software platforms measure this data in real time, along with predictive capability, which helps industries and businesses in managing and mitigating their environmental impacts on communities and allows organisations to make the data publicly available for improved stakeholder and community relations.
With software deployed at some of the most critical infrastructure around the world, as well as thousands of sensors deployed globally, uptime and reliability are crucial. Envirosuite’s previous help desk ticketing solution needed to be upgraded and the business realised that significant benefits could be achieved by implementing a best-of-breed solution. Following an evaluation process, Envirosuite saw that the ticketing solution would affect not only customer support teams, but also developers, field service staff, change management, sales and finance. Therefore, it was essential to deploy a solution that could provide a customer portal, a mobile app for field service agents and automated self-service capabilities. It also needed to be built on best practice information technology infrastructure library (ITIL) principles from the ground up.
Following an extensive search and tender process, Envirosuite chose Micro Focus SMAX, which will be a software as a service (SaaS) deployment via the Micro Focus SMAX SaaS instance hosted in Sydney. The solution will be implemented by Micro Focus Gold partner EoraTech. Micro Focus SMAX uses machine learning and analytics to deliver IT service management, IT asset management and enterprise service management with a consumer-like experience. Its automated features reduce the workload for service desk agents, helping them to be more efficient and resolve issues faster.
Vinni Appugol, Managing Director, EoraTech, said, “Envirosuite needed to transition from a legacy platform to a new solution to manage and control growth, report well and improve customer experience and backend operations. Micro Focus SMAX addressed these challenges and provided a self-service option for customers as well as field service teams managing its customer sites. Envirosuite will be able to grow and scale at speed by reducing the amount of time spent dealing with simple customer queries and automating field support operations. Its staff can focus on quality of support and enriching customer experience.”
Micro Focus’s concurrent user licences also deliver scalability benefits to Envirosuite. With users across time zones and operating 24 hours a day, Envirosuite wanted to avoid having to purchase a full named user licence for every person, since many of these would go unused most of the time.
Patrick Quin, Manager – Operational Excellence, Envirosuite, said having a mix of named and concurrent licences means Envirosuite can provision everyone who needs access to Micro Focus SMAX as and when they need it. This is important to Envirosuite’s growth plans because it helps keep costs under control even as the business grows, Quin said.
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