Frankfurt am Main, 12 June 2012 -
, a leading provider of PC lifecycle management, endpoint security and IT service management solutions, today announced that Apollo-Optik has selected LANDESK Service Desk to optimize their support services. The Apollo-Optik headquarter in Schwabach, Germany, supports staff in their branch offices, as well as their franchisees, by providing help and advice for all business-related questions and IT-related incidents.
Apollo-Optik Holding operates more than 750 speciality retail stores throughout Germany, of which 250 operate as franchises. Furthermore, an additional 100 branch offices operate under the name of Pearle Optik in Austria. "We are responsible for around 5,800 devices nationwide, incorporating 5,000 clients and 800 servers, with servers in each of our branch offices," explains Marcel Kempe, project manager for integration projects at Apollo-Optik. In addition to the IT infrastructure of the German branch offices, the headquarter in Schwabach, Germany, has 80 Windows servers and 500 Windows clients, plus another 100 servers and 300 endpoint devices in their 100 Pearl Optik branch offices in Austria.
To be able to efficiently support all of their locations and branch offices in Germany and Austria, Apollo-Optik set up a central service center. The goal of the optician chain was to increase the satisfaction of their support services within the branch offices, optimize the organization structure and processes, accelerate the flow of information, and achieve an overall service center accessibility of 95%.
For quite some time, Apollo-Optik has relied on LANDESK solutions to centrally manage their IT landscape, managing all servers and clients at their locations in Germany and Austria with LANDESK Management Suite. Furthermore, clients at the headquarters are secured with LANDESK Security Suite.
"Our experience with LANDESK Management Suite has been very good. Therefore, when we were looking for a service desk solution, we decided in favour of the LANDESK Service Desk solution," said Kempe.
The in-house service center was designed as a Single Point of Contact (SPoC) and divided into a branch service center (called "FSC", short for German "F ilials ervicec enter") for business inquiries and requests from the branch offices, and a central IT service (called "ZIS", short for German "Z entraler I T-S ervice") for requests and incident reports from IT operations.
The branch service center, in particular, was to answer 80% of all calls within 20 seconds. To be able to competently respond to callers requests, information and solutions to known problems and incidents are collected in a knowledge database. The focus for the central IT service, on the other hand, is on establishing and maintaining a homogeneous service level, so that service quality can be increased.
Since the go-live of LANDESK Service Desk, the branch service center has handled more than 400,000 tickets-an average of 800 to 1,000 tickets per day. The accessibility of the branch service center, FSC, reached 93%, and the first-call resolution rate in the branch service center reached an amazing 80%. "Our main challenge was the efficient linking of IT- and non-IT processes," summarizes Kempe. "We have reached these goals thanks to LANDESK Service Desk. Furthermore, we are now able to map any process. This would not have been possible with the tools of other providers due to lack of adaptability."
About LANDESK Software
LANDESK Software is a leading provider of
systems lifecycle management
IT service management
solutions for PCs, servers and mobile devices across the enterprise. LANDESK enables IT to gain control of end-user computing environments with a single console, light infrastructure, and ITIL solutions that deliver significant value and ROI for thousands of customers worldwide. LANDESK is headquartered in Salt Lake City, Utah, USA, with offices located in the Americas, Europe and Asia Pacific. The company's German branch office is located in Frankfurt am Main. For further information, please visit company's web site at www.landesk.com .
Apollo-Optik offers approximately 1,500 spectacle frames, sunglasses, special glasses as well as contact lenses, care products, and quality eyeglasses nationwide, and much more. Founded in 1972, the company is headquartered in Schwabach near Nuremberg, Germany. Since 1998 it is part of the GrandVision group and thus part of one of the leading groups of optical companies worldwide with locations in more than 40 countries. Apollo-Optik has over 750 branch offices in Germany, and in addition to these there are approximately 100 branch offices of Pearle Optik in Austria. Each Apollo-Optik branch office is managed by a master optometrist, and customer service is handled exclusively by certified opticians. Apollo-Optik sets extremely high standards for the quality of their products. To meet these standards, all manufacturing processes are carried out either at their headquarters or on-site at their branch offices. For additional information visit us at www.apollo.de.