Mikron Group: automated IT Service Management for all the Countries

Mikron Group chose Pat solution for their IT Service Management department, leading to the automation, management, and delivery of services for approximately 1,300 users worldwide.

Mikron develops, produces and markets highly precise, productive and adaptable automation solutions, machining systems and cutting tools.
Strongly rooted in Swiss innovation culture and active worldwide, Mikron is one of the strategic partners of the automotive, pharmaceutical, medical device, consumer goods, writing instruments and watchmaking industries. Mikron Group supports its customers so that they can increase their industrial productivity together with their quality. To do this, it relies on more than 100 years of experience, modern technologies and international services.

Mikron’s IT division manages, provides and supports infrastructure and application services at a Corporate level and for all the local divisions of the group with internal Business Agreements that determine specific policies and “guide lines”.
To optimize IT procedures and replace the various systems in use, Mikron has chosen to adopt Pat’s HelpdeskAdvanced in cloud.
The solution made it possible to bring IT operations closer to the needs of approximately 1,300 internal users, located in different international offices, introducing a new method of delivering services according to an approval flow design.

“With HelpdeskAdvanced we are no longer a simple service desk, but a real service provider for the entire Group” declares Colì, CIO of Mikron.

The most popular features of HelpdeskAdvanced:
• new ways of delivering assistance service, thanks to web portal and the app. This led to replace or reduce the use of the most typical communication channels for assistance as the telephone (40% used) and the emails (used at 60%). Today 95% of reports are made through the portal;
• better Customer service by optimizing various internal processes and resources dedicated to assistance;
• the Service Catalog, structured with a portfolio of services that the IT department of Mikron can provide, allows you to manage the release of all services and assets for around 1,300 users within the group worldwide;
Integration with systems already in use, such as SAP, Active Directory and Microsoft Teams.

Mikron’s experience is described in the Success Story.