EnerSys is a global leader in stored energy systems and a technology provider for industrial applications. The company specializes in manufacturing reserve power and motive power batteries, battery chargers, battery accessories, power equipment, and outdoor equipment enclosure systems.
After evaluating several options, including OTRS, EnerSys selected ServiceDesk Plus to address challenges, including: accurate request categorization, automated ticket dispatching, and technician assignment. This transition significantly improved their operations, reducing the average resolution time per ticket from 48 hours to five-six hours and achieving a remarkable SLA compliance rate of 98.9%.
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Easy to learn and easy to use ITSM platform. [ServiceDesk Plus] increases the service quality and communication with our customers. [ServiceDesk Plus] comes with a lot of tools like the workflow builder, CMDB, Change Management, Knowledge base, etc. A lot of options are available to automate workflows within service and incident requests. If default tools are not enough, scripting helps. Good vendor support with help for each and everything around ServiceDesk Plus.
Martin Fiebeler, IT support manager