"Thanks to IBI-aws, we receive significantly fewer calls for faults and updates."
(S. Bächi, Head of IT)
With a population of just under 22,400, Kreuzlingen is the second largest city in the canton of Thurgau and the largest Swiss city on Lake Constance. Almost 250 employees work in the municipal administration and Energie Kreuzlingen, for which an IT department with three full-time positions is responsible for technical matters.
Background
Before the introduction of IBI-aws, employees were informed by email about upcoming maintenance, faults that had occurred or updates that had been carried out. We noticed that many users did not read these emails at the right time and often did not interpret the information content as intended. As a result, we received a large number of calls on the same topic from disgruntled employees during each scheduled maintenance window or in the event of disruptions, which made problem solving cumbersome and cooperation between IT and business unsatisfactory.
Goal setting
We were looking for a way to reach our employees quickly and easily and provide them with information across the board, especially in an emergency.
Solution & implementation
IBI-aws was already being used successfully at my previous employer. In addition, our IT consultant “NIOS AG” also works in partnership with IBITECH and warmly recommended the software solution to us, which was the deciding factor for me in establishing IBI-aws. We did not go through a lengthy evaluation process due to the experience I have just described. We downloaded IBI-aws from the product website and were able to implement the software solution very easily into our existing IT infrastructure (VDI / ThinClients).
We found IBITECH to be a competent partner right from the start. This was also proven during the implementation, which went really well and professionally.
Result
Our goal of always reaching the right users in the event of telephone or IT faults has been completely fulfilled. The volume of telephone calls in the event of faults and updates has fallen massively thanks to the information provided by IBI-aws, which has helped the IT department to concentrate on troubleshooting. The new way of IT communication has met with a high level of acceptance and satisfaction among the employees of our city administration.
We would introduce IBI-aws again at any time and recommend its use without reservation based on our experience with the product, the result and the provider IBITECH.