How ManageEngine Helps Japan Business Systems AP Save Valuable Time As An MSP

Business Challenge

JBSAP’s IT team, led by IT Manager Daisuke Shibata, gets many enquiries from users, as most of them are not familiar with IT. Being a managed service provider (MSP), JBSAP helps its clients by remotely managing their IT infrastructure and end-user systems. Previously, when customers’ users encountered an issue, they would often send their enquiries through email or WhatsApp, which led to messages that were difficult to comprehend. Additionally, JBSAP receives up to 10 enquiries per day on a regular basis, and it was taking almost an hour for the company’s IT team to answer all of them.

On top of managing IT incidents for its clients, JBSAP also manages its customers’ IT assets. For this, Shibata and his team would usually check clients' IT assets one by one, as there wasn't a proper system to retrieve the data they needed. It was a cumbersome process for them altogether.

Shibata decided to look for a suitable solution that would provide comprehensive help desk and service desk management as well as asset management. At the end of the evaluation process, Shibata chose ManageEngine ServiceDesk Plus MSP.

How ServiceDesk Plus MSP improved the IT team's efficiency and productivity

We got in touch with Shibata to find out how ServiceDesk Plus MSP has helped his team. He said:

"Before installing ServiceDesk Plus MSP, we had to liaise with end users through email or WhatsApp to handle their enquiries. It was messy and difficult for us to handle. But after installing ServiceDesk Plus MSP, users are able to easily raise tickets and we (including our clients) are able to check the issues and statuses in detail. This has helped my team save 50 percent of our time!"

Addressing the features he likes the most, Shibata mentioned: "I would say it would be the ability for us to manage tickets easily and efficiently. ServiceDesk Plus MSP also allows us to create rules. We used this feature to ask users to write down an issue in detail when they submit a ticket. This has allowed us to provide better support while resolving their issues. Apart from that, the availability of remote support has been beneficial to me and my team. As most users are working from home now, and given that many are not IT savvy, we often need to check their personal computers or laptops remotely so we can implement the solution for them."

Additionally, he loves how the asset management module has helped his team tremendously. Before implementing ServiceDesk Plus MSP, it would take JBS APAC’s IT team almost an hour to track and check clients' IT assets. Now it takes just five minutes to complete the process. Shibata told us that his team's efficiency has increased by 80 percent.

When asked whether he would recommend ManageEngine ServiceDesk Plus MSP to his peers in the industry, Shibata said:

"Yes, I would if I had the chance to. I would tell them that ServiceDesk Plus MSP can easily manage IT assets and IT incidents. It will save a lot of their time. At the same time, it is not difficult to install in the system. So, I would gladly recommend it to others!"

About ServiceDesk Plus MSP

ManageEngine ServiceDesk Plus MSP delivers all-in-one ITSM: comprehensive help desk and service desk management, account management, asset management, remote controls, and advanced reporting. Its multi-tenant architecture and robust data segregation are perfect for managing all your customers' accounts. For more information about ServiceDesk Plus MSP.