About Rinnai
Heating, cooling and water system brand Rinnai Australia used self-service tools and automation to reduce internal IT ticketing times by 25 percent.
During the pandemic, Rinnai Australia needed an efficient IT solution to help improve processes for both customers and employees.
Ritesh Verma, ICT service delivery manager, Rinnai Australia said the organisation chose ManageEngine as it offered a full IT service management (ITSM) functionality.
"Rinnai also favoured the system's digital approval processes and the convenience it brought in tracking historic information and automating ticket assignments," he said.
Through implementing this solution, Verma said Rinnai were able to have efficient digital approval processes, helping save time, simplified employee request system and efficient management of endpoints.
"Especially during remote work scenarios necessitated by the pandemic. They could now smoothly conduct patching, deploy software, and manage contactless remote access," he said.
Verma said tracking down managers to obtain approvals proved a difficult task for Rinnai's IT team until it started using ManageEngine's ServiceDesk Plus.
"The digital approval processes have made the IT team's task considerably easier and continues to save everyone loads of time and energy," he said.
"They also enjoy the ease of requesting access and services and the comprehensive information capture when raising a change in the change portal. During the pandemic, the simplicity and ease of use of Endpoint Central ensured monthly patching was conducted diligently, maintaining a safe vulnerability scale."
According to Verma, service catalogue and change management is crucial for Rinnai's business, as users must be able to check their ticket status any time and access database solutions.
"Capturing all the critical information in detailed templates while raising a change in the Change Portal has been a key benefit for us," he said.
After initiating remote work during the pandemic, Rinnai said found it challenging to manage patches and deploy software like Softphone and its VPN.
"ManageEngine Endpoint Central is very helpful, assisting us to effectively manage our endpoints and has saved considerable time and effort for our service desk team," Verma added.
By publishing software packages in the employee self-service portal, users can manage their own updates from home.
Rinnai oversees monthly patching, which boosts security by ensuring known vulnerabilities are patched.
Vinayak Sreedhar, country manager for Australia, ManageEngine said, "Despite industry-wide challenges, Rinnai has significantly improved customer service and eased the load for its technical teams."
As originally published on Digital Nation