User requests were coming in through multiple channels: email, phone calls, and personal conversations. As a result, there was no clear overview of what had already been reported, what was a priority, or who was responsible for each ticket. Decisions were driven more by immediate urgency than by data or clearly defined rules.
At the same time, Sapeli’s seven-member IT team was responsible for much more than just user support. It managed the ERP system, production technologies, and the day-to-day IT operations for hundreds of employees. As the environment grew more complex, it became increasingly clear that managing IT in this way was not viable in the long term.
The core issue was the absence of a single point of contact. Without a centralized system, it was impossible to plan capacities effectively or to clearly demonstrate the value and workload of IT to company management.
“When an email comes in, it’s easy to forget about it. In a Service Desk, however, every request goes all the way to resolution, because someone is always assigned to it,” says Jaroslav Janda, Head of IT at Sapeli.
This was the key reason why Sapeli decided to implement ALVAO Service Desk.
The implementation of ALVAO started within the IT department, where the system quickly proved its value. Thanks to its clear and intuitive interface, end users adopted it very quickly, and shortly afterwards the HR department also began using it.
The crucial benefit was that ALVAO Service Desk gave Sapeli’s IT team clear visibility and control over daily operations.
The service catalog was created within a few weeks. Instead of extensive onboarding sessions, a short instructional video was sufficient.
Why ALVAO?
“Thanks to ALVAO, we have a clear overview of what needs to be done. Requests no longer get lost and rediscovered after six months. And users know that their requests are being worked on,” adds Jaroslav Janda.
Today, Sapeli has a single point of contact for all requests. The system automatically assigns them to the right resolver and monitors deadlines and priorities.
“There’s no risk that a request will end up with the wrong person who would just forward it on,” explains Jaroslav Janda.
ALVAO is currently used at Sapeli by:
“Today, we have a clear overview of all requests. We can see each other’s work, filter tickets by deadlines, and thanks to that, our work is much more efficient,” concludes Jaroslav Janda, Head of IT at Sapeli.
IT has stopped operating reactively and has become a managed service for the entire company.
Want the same level of control over your IT? Book a demo and see how ALVAO helps teams with clear priorities and measurable results.