In another COVID story, that looks at how InvGate’s customers are using its solutions to help with the many challenges of the COVID-19 crisis, Silvateam shares its experiences of enrolling in the InvGate COVID-19 response program. If the program is new to you, please read more about how InvGate has stepped up to help organizations – whether they are customers or not, and no matter where they are in the world – to deal with the many challenges that the global crisis has thrust upon them. We’re here to help your company too.
Silvateam is a family business and a world leader in the production, transformation, and commercialization of vegetable extracts, tannins, and their derivatives. The company was founded in 1854 and is headquartered in San Michele Mondovì, Italy. It now operates in more than 60 countries around the world and has a turnover in excess of 100 million euros.
Sadly, at the time of writing this blog, Italy alone had over 180,000 reported COVID-19 cases and more than 24,000 deaths.
Silvateam’s use of InvGate’s COVID-19 response program
As a result of the COVID-19 pandemic, part of the company’s global workforce needed to work remotely from their homes. The challenge was even greater for Silvateam because most of its employees work and live in different countries.
Using InvGate Service Management, and the additional free licenses provided via the InvGate COVID-19 response program, many types of request related to the moving of employees to homeworking, and any resulting incidents, were submitted as tickets that were assessed and assigned to the corresponding service desk agent, according to their country.
Customer feedback
Diego Lecler, who works as an IT Manager for Silvateam, said that:
"Silvateam needed an IT service management (ITSM) system, because until now all requests were handled informally, with us managing them without any criteria. Furthermore, we had no way of demonstrating what was being done within a given time frame. After trying various ITSM solutions, including open source products, we opted for InvGate Service Management because it covers all of our needs, in addition to having very good post-sales support."
