Faster Resolution With 360 View
With all the different endpoints connected in one, SundS ITS GmbH simplifies complex cases and gets faster solutions.
SundS ITS achieved faster
resolutions with Fluent Support
For SundS ITS, managing complex technical support cases required more than just a ticketing system. To achieve this, they entered into the Fluent ecosystem. A platform that helped them connect different endpoints, accelerate problem-solving, and deliver superior technical support.
Company
SundS ITS GmbH is a specialized IT services provider in Germany that offers IT and web solutions and support for trade and commerce.
Location
Beselerstr. 2-6 50354 Hürth, Germany
Website
From complex support cases
SundS ITS’s team manages a sophisticated IT environments where support cases often involve multiple layers of hardware and software integration. But traditional ticketing approaches left their support agents working with fragmented information.
According to the CEO,
“We needed consolidated infos of hardware and software regarding each case.“
Fabian Böhme
CEO of SundS ITS GmbH
For a company dealing with complex support operations, having incomplete visibility was a significant barrier to efficient problem resolution.
To 360 case visibility
SundS ITS implemented Fluent Support as part of the broader Fluent ecosystem. This focuses on creating comprehensive case visibility through integrated data sources.
This strategic approach enabled them to:
Connect different endpoints
Unify technical information
Achieve 360-degree visibility
Streamline troubleshooting
The integration capabilities of the Fluent Support proved essential! Allowing them to pull relevant data from various sources and present it in a unified view accelerated diagnosis and resolution.
Performance improvements
Since implementing their integrated support approach, SundS ITS has demonstrated consistent improvements in key support metrics:
Resolved 49 complex technical cases through their enhanced system
Reduced resolution time by 20% through better information consolidation
Improved response time by 30% with faster case assessment capabilities
Increased resolve rate by 10% through more comprehensive case visibility
These improvements have been particularly significant given the complex nature of the technical environments they support, where faster diagnosis directly translates to reduced client downtime.
Strategic support excellence
The transformation extends beyond mere speed improvements. SundS ITS now operates with a strategic advantage in technical support delivery.
The 360-degree visibility approach means their support specialists can quickly understand the full context of any technical issue, leading to more accurate initial assessments and more effective resolution strategies.
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