Flexible in all positions

With the introduction of a new service desk thinks
the Joseph Foundation today for tomorrow.

Foundation

1948

Joseph Foundation
Industry: Church housing company
Employees: 200
Bamberg, Germany
Website ›

search for one comprehensive service management tooll with functional expansion to resource management

objectives

Introduction of a new help desk software for the service desk

Reduction of administration and costs for the old system

Fast, easy and efficient processing of all support requests

Short implementation and introduction time

Configuration of the most important user interfaces, groups, categories and templates by the Joseph Foundation itself

Extension of the functions to resource management

Flexible rights system

Results

Immediate return on investment (ROI) within the introductory year

Cost savings of 50 percent with the running costs

IT satisfaction location-independent use

Elimination of consulting costs for adaptation to new process requirements

Time and cost savings through Hosting by the provider (SaaS)

Cross-team expansion of digital Transformation

reaching a high user satisfaction

objectives

Introduction of a new help desk software for the service desk

Reduction of administration and costs for the old system

Fast, easy and efficient processing of all support requests

Short implementation and introduction time

Configuration of the most important user interfaces, groups, categories and templates by the Joseph Foundation itself

Extension of the functions to resource management

Flexible rights system

Results

Immediate return on investment (ROI) within the launch year

cost savings from 50 Prozent with the running costs

IT satisfaction location-independent use 

Elimination of consulting costs for adaptation to new process requirements

Time and cost savings through Hosting by the provider (SaaS)

Cross-team expansion of digital Transformation

reaching a high user satisfaction

“We achieved ROI with the new system in the first year. The solution is intuitive, which does not require extensive introductory courses, but was covered by one-off consulting. Should a problem arise with the operation, the support team can be reached quickly and a solution will be found.”

Christian Diller
Head of the ICT department and member of the executive board of the Joseph Foundation

“We achieved ROI with the new system in the first year. The solution is intuitive, which does not require extensive introductory courses, but was covered by one-off consulting. Should a problem arise with the operation, the support team can be reached quickly and a solution will be found.”

Christian Diller
Head of the ICT department and member of the executive board of the Joseph Foundation

Think about tomorrow today

A comprehensive digitization strategy has not only been at the top of the agenda of many companies since 2021.

The Joseph Foundation - one of the largest housing companies in Northern Bavaria - has been aware of this for a long time and relies on the automation and optimization of IT and service processes.

The company manages the fixed assets of the foundation and is active in the areas of construction and construction supervision, property developers and real estate management. The analogue processes are to be supported by digital ones in the form of a comprehensive service desk. This is primarily intended to support employees in organizing and processing inquiries, problems or requirements in the company. However, since the individual requirements in the company can be far more diverse, the Joseph Foundation attaches great importance to the fact that the service desk can be tailored to the respective needs.

The Joseph Foundation was founded in 1948 by Archbishop Joseph Otto Kolb of Bamberg and is based on basic Christian values. She also regularly takes part in innovation and model projects. The aim of the foundation is to create an appropriate and socially justifiable improvement in the housing situation.

"The modular structure and the price-performance ratio - especially with the running costs - were decisive for switching to the new solution"

Smooth flow of work processes

The main office of the Joseph Foundation is in Bamberg, but the Foundation is active in the metropolitan region of Nuremberg, the cities of Ansbach and Regensburg as well as Dresden and Magdeburg. Around 300 clients from all locations belong to the IT network of the foundation. With a facility of this size, an effective helpdesk is required to ensure that work processes run smoothly. As a helpdesk system, the solution has therefore been since January 2019 HEINZELMANN Service.Desk used by FCS. This allows the classic tasks of a service desk and other areas to be covered.

The ICT department of the Joseph Foundation consists of four employees who work from Monday to Friday. Many locations have numerous technical problems or service requests. In order to relieve the area, helpdesk software for processing these incidents was introduced a few years ago. “The system that we used before the HEINZELMANN was good and already a step forward when you consider that before that we still worked with notes and phone calls. But unfortunately the system was not very flexible. New categories or e-mail templates had to be created by the manufacturer. This aspect and the price-performance ratio, especially with the running costs, were decisive for switching to the new solution," explains Christian Diller, Head of ICT and Member of the Management Board of the Joseph Foundation.

Flexible rights system

Due to the Bamberg headquarters, it was also important for the foundation that the software used was "made in Germany". The solution that has now been introduced comes from Nuremberg and the contacts at the manufacturer can be accessed directly by telephone via the service agreement. The new system also allows customers to configure the most important user interfaces. In this way, the ticket list and the processing area of ​​the tickets for the supporters and users can be specified centrally or adjusted individually for each user group or user.
The flexible rights system allows a lot of leeway. The modular structure of the software ensures that service processes can be covered from IT support to facility management. "You only have to purchase the modules that you actually need for your own processes," says Diller, and continues: "That was discussed in detail at the beginning of the project and then quickly implemented. An e-mail interface, for example, was important to us.” No program changes were necessary during the implementation process in order to reflect the foundation's requirements for a service desk. The numerous rights and setting options were sufficient to be able to map all requirements without having to change internal processes.


“Another requirement during the introduction was operation as “Software as a Service” (SaaS) in the cloud. An on-premises solution was out of the question for the foundation due to the relatively small IT team - FCS offered us both variants"

On premises or software as a service

As a classic ticket system, the service desk is used to solve hardware and software problems and for inquiries about ITC, network technology or other IT topics. Three groups use the solution to manage their respective areas of IT: general IT, ERP and human resources. Problems are recorded by employees or support colleagues either via the web client or by e-mail. The category assignment per employee group enables automatic control of who can see and edit which tickets. Incoming tickets are automatically pre-qualified and forwarded to the respective group. The department management keeps track of all inquiries and service cases.
The solution can also be used to manage inquiries from external customers. Further functions such as the integration of workflows or freely definable ticket types with user-defined fields are of interest to the foundation.

FCS as a reliable partner

The person responsible for IT, Christian Diller, currently draws the following conclusion: “By switching to the new system, we have achieved cost savings of 50 percent. IT is satisfied with the flexible software, which can be used from any location via browser or app. The modular structure offers us exactly the range of functions that we need. We can also adapt almost all new requirements ourselves accordingly.”

“By switching to the new system, we have achieved cost savings of 50 percent. IT is satisfied with the flexible software, which can be used from any location via browser or app. The modular structure offers us exactly the range of functions that we need. We can also adapt almost all new requirements ourselves.”


FCS as a reliable partner
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