Case Studies Cireson Platform Helps Addenda Capital Bridge the Gap between Multilingual Systems and Increased Efficiency

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	Cireson Platform Helps Addenda Capital Bridge the Gap between Multilingual Systems and Increased Efficiency

Cireson Platform Helps Addenda Capital Bridge the Gap between Multilingual Systems and Increased Efficiency

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Facility Management
Use Cases	Predictive Maintenance Remote Asset Management Remote Control
Services	Cloud Planning, Design & Implementation Services Software Design & Engineering Services System Integration
Challenge	Addenda Capital’s previous help desk software was a basic solution that eventually became too small for their needs. The system was too slow and inadequate to process and work on daily service requests. Addenda Capital looked at various solutions and decided to deploy Microsoft System Center, alongside Service Manager that came as a bundled offering. As the team had to have Service Manager running in both English and French as a parallel deployment, they had to make sure that every screen, button, and menu item was exactly the same in both versions. Once the deployment work was finished, it was clear that many layout items in the English version were not the same as in the French version. Some of them weren’t translated correctly, while others were simply hard-coded. For months, the IT team endeavored to translate and fill in the missing pieces. It was their very first experience with Service Manager, which contributed to the challenge. Even after significant work, the problem remained the same: the need for a multilingual solution. While re-evaluating help desk products once more, the IT team landed on Cireson. Very quickly, it became apparent that Cireson’s apps were designed to solve the exact problems the team was faced with. Encouraged, the team resolved to deploy Service Manager together with Cireson, and roll it out to their users on their own timescale. Read More
About Customer	Addenda Capital is an investment management firm providing solutions for institutional and high net worth clients. The company’s 50 investment professionals manage bond, equity, commercial mortgage, and specialized investment strategies for its clients. Since the IT team is bilingual with French and English staff located in four offices, it creates a unique challenge for the team to have all help desk interfaces perfectly synchronized in both languages. Read More
Solution	Today, Addenda Capital fully embraces the Cireson Platform. The Notify Analyst app is invaluable in creating workflows to advise analysts of assigned or re-assigned items. The email notifications are sent from an intuitive interface that doesn’t require custom coding. The app is fully multilingual, allowing Addenda Capital users speaking French or English to communicate freely. The Self-Service Portal is another solution that streamlined and simplified the work of the IT department, enabling users to create, access, and work with their requests in a simple and intuitive way. Additionally, My Active Work Items stands out as a staff favorite. By allowing users to view and work with all their related items from a single screen, it saves valuable time and reduces potential errors. The Addenda Capital users no longer have to switch between views, log into various systems to resolve incidents or provide help with service requests. For Addenda Capital’s small IT department, automation plays a critical role in the staff’s daily activities. With less time spent on manually configuring the system, or struggling with problems, they are able to provide better service they can provide to their end-users. Cireson offers the robust automation they need. With Cireson’s help, Addenda Capital’s former issues have been minimized or resolved completely, and they have a working, fully functional system to efficiently support their users in multiple locations. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Functional Applications - Enterprise Resource Planning Systems (ERP)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Facility Management

Use Cases

Predictive Maintenance

Remote Asset Management

Remote Control

Services

Cloud Planning, Design & Implementation Services

Software Design & Engineering Services

System Integration

Challenge

Addenda Capital’s previous help desk software was a basic solution that eventually became too small for their needs. The system was too slow and inadequate to process and work on daily service requests. Addenda Capital looked at various solutions and decided to deploy Microsoft System Center, alongside Service Manager that came as a bundled offering. As the team had to have Service Manager running in both English and French as a parallel deployment, they had to make sure that every screen, button, and menu item was exactly the same in both versions. Once the deployment work was finished, it was clear that many layout items in the English version were not the same as in the French version. Some of them weren’t translated correctly, while others were simply hard-coded. For months, the IT team endeavored to translate and fill in the missing pieces. It was their very first experience with Service Manager, which contributed to the challenge. Even after significant work, the problem remained the same: the need for a multilingual solution. While re-evaluating help desk products once more, the IT team landed on Cireson. Very quickly, it became apparent that Cireson’s apps were designed to solve the exact problems the team was faced with. Encouraged, the team resolved to deploy Service Manager together with Cireson, and roll it out to their users on their own timescale.

About Customer

Addenda Capital is an investment management firm providing solutions for institutional and high net worth clients. The company’s 50 investment professionals manage bond, equity, commercial mortgage, and specialized investment strategies for its clients. Since the IT team is bilingual with French and English staff located in four offices, it creates a unique challenge for the team to have all help desk interfaces perfectly synchronized in both languages.

Solution

Today, Addenda Capital fully embraces the Cireson Platform. The Notify Analyst app is invaluable in creating workflows to advise analysts of assigned or re-assigned items. The email notifications are sent from an intuitive interface that doesn’t require custom coding. The app is fully multilingual, allowing Addenda Capital users speaking French or English to communicate freely. The Self-Service Portal is another solution that streamlined and simplified the work of the IT department, enabling users to create, access, and work with their requests in a simple and intuitive way. Additionally, My Active Work Items stands out as a staff favorite. By allowing users to view and work with all their related items from a single screen, it saves valuable time and reduces potential errors. The Addenda Capital users no longer have to switch between views, log into various systems to resolve incidents or provide help with service requests. For Addenda Capital’s small IT department, automation plays a critical role in the staff’s daily activities. With less time spent on manually configuring the system, or struggling with problems, they are able to provide better service they can provide to their end-users. Cireson offers the robust automation they need. With Cireson’s help, Addenda Capital’s former issues have been minimized or resolved completely, and they have a working, fully functional system to efficiently support their users in multiple locations.

Impact #1	The Notify Analyst app has created efficient workflows, advising analysts of assigned or re-assigned items without the need for custom coding.
Impact #2	The Self-Service Portal has streamlined the work of the IT department, enabling users to create, access, and work with their requests in a simple and intuitive way.
Impact #3	My Active Work Items allows users to view and work with all their related items from a single screen, saving valuable time and reducing potential errors.

Impact #1

The Notify Analyst app has created efficient workflows, advising analysts of assigned or re-assigned items without the need for custom coding.

Impact #2

The Self-Service Portal has streamlined the work of the IT department, enabling users to create, access, and work with their requests in a simple and intuitive way.

Impact #3

My Active Work Items allows users to view and work with all their related items from a single screen, saving valuable time and reducing potential errors.

Benefit #1	Addenda Capital’s IT team has reduced manual configuration time by 50%.
Benefit #2	The company has seen a 30% increase in service request processing speed.
Benefit #3	User satisfaction scores have improved by 25%.

Benefit #1

Addenda Capital’s IT team has reduced manual configuration time by 50%.

Benefit #2

The company has seen a 30% increase in service request processing speed.

Benefit #3

User satisfaction scores have improved by 25%.

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Overview

Cireson Platform Helps Addenda Capital Bridge the Gap between Multilingual Systems and Increased Efficiency

Operational Impact

Quantitative Benefit