Integreon offers a comprehensive suite of legal and business services. Its expertise spans document review, e-discovery, contract management, market research, and data analytics, supporting both corporations and law firms.
Sanjeev Jain, CIO at Integreon, shares his experience using ManageEngine products over the past 11 years. Integreon began using ManageEngine products in 2013, starting with ServiceDesk Plus and subsequently adopting ADAudit Plus, AD360, and Endpoint Central.
Integreon initially relied on tools developed in-house, but they proved to be quite basic. Jain and his team explored various other products but couldn't make a decision due to certain limitations. ManageEngine offered the right features that the IT team at Integreon needed for business operations, end-user support, and other essential aspects. When comparing ManageEngine to other solutions, the team found ManageEngine excelled in several areas, such as being user-friendly, easy to navigate, and highly configurable.
The IT team received a lot of L1 tickets for various issues from end users. To tackle this, the team incorporated automatic ticket categorization that helps categorize the tickets to the right technicians and technician groups. The team has also implemented a Zia chatbot that helps resolve L1 requests along with a dedicated knowledge base. Integreon has teams across the globe that help in service desk operations, and the scheduling feature aids them in assigning tickets to available technicians and in resolving tickets in a timely manner.
Jain has been a dedicated ManageEngine user for over 11 years and highly recommends the solutions.
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I've been a fan of a ManageEngine. We've been using [ManageEngine] for the last 11 years. I can always give my references to anyone and I would love to promote [ManageEngine] to others and share my experience and feedback with other CIOs.
We've just started implementing a global schedule on the service desk front. We have teams across the globe and if a [technician] is on leave, it gives me the flexibility, based on who's available at which site, [to] just assign the tickets to them. Another feature we came across, the knowledge base, is always available and it helps the end users a lot. The chatbot is something that integrates [well] with our team and what we've recently implemented. I think this is going to be another change for the team–most of the L1 issues, the chatbot should be able to resolve.
–Sanjeev Jain, CIO