SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559 Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205

http://www.sysaid.com

SysAid IT Success Story: Davanti Warehousing BV, Europe

page 1

SysAid breathes new life into Customer Service Operations at Davanti Warehousing BV, after years of wrestling with outdated Service Desk software.

Davanti Customer Service Manager Chris Spee explains in his own words why saying goodbye to your old Service Desk software is the only way to say hello to the future...

Life before SysAid: IT's That Manual

"Before deploying SysAid, we had been working for quite some time

with a Service Desk application, which was both laborious and

out-dated. The key issues facing our Customer Service Department

at the time were:

All communication had to be archived manually

Customers neither had access to their service requests, nor the

ability to track progress

Reporting was very limited and generating regular reports was

highly labor-intensive

Virtually no escalation possibilities existed, nor structured rules or

automation

Maintenance, updates and upgrades were no longer available

We needed a new system that would help us to overcome these

issues and enable us to provide our customers with the high

standards of quality service they expected from us.

We did some research and one of the options we came across was

SysAid, which seemed to us to contain the features we were looking

for, along with the ability to customize options and low TCO. It was

also a stable and mature product that offered continuity (unlike our

previous Service Desk application), which was very important. We

also found by browsing around that SysAid has a highly active

community, in which SysAid employees are very active and open to

suggestions made by customers. While first inquiring about SysAid

and its capabilities, we noticed quite early on that SyaAid's

Customer Service Helpdesk was both highly capable and quick to

respond to issues and queries."

“We first deployed the

SysAid Helpdesk and

reporting tool back in

2007, and it immediately

provided us with all the

features that we needed

and more .”

Introducing SysAid: The new face of Davanti

"We first deployed the SysAid Helpdesk and reporting tool back in

2007, and it immediately provided us with all the features that we

needed and more. It had room for standard customization, as well

as individual customization options that we could apply to our

Customer Service department. The ability to change SysAid's forms

and views exactly the way that we wanted was highly convenient,

as it helped us to integrate SysAid with our customer service web

portal. We set up SysAid to allow our customers to easily submit

Incidents, Changes and RFI's online, with part automatic and part

manual notifications. Some of our customers also use the

automatic reporting facility, which we are currently reinforcing to

offer our customers a wider range of options via our external web

portal. Best of all, we were finally able to implement escalation rules

based on SR priority and due dates, as well as capture SR's for which

no action had been taken for an extended period of time. We're also

very impressed with the rate of new SysAid releases and the ease of

upgrade we've experienced so far."

Life after SysAid: Towards a new future

"Our main organizational goals were to improve efficiency, limit the

amount of manual activity required, and enhance customer

satisfaction. Since the implementation of SysAid, we have received

commendations about our notable service improvements, and we

certainly feel that we have taken big leaps in achieving these goals

over the last year and a half. As operations continue to expand, our

Customer Service department is still undergoing a few changes, so

we are constantly making adjustments and improvements to the

system. The best thing about SysAid is that it is able to change with

us, and continues to remain highly responsive to our evolving

needs."

Davanti Warehousing BV: Warehouse Management Systems

Davanti Warehousing BV, based in the Netherlands, specializes in

warehouse logistics and offers a suite of software solutions,

including the MLS warehouse management system. MLS has a solid

European customer base across logistic service providers, retailers,

wholesalers and manufacturers in Benelux, Poland, France, UK,

Ireland, Ukraine and Iceland.

The New Face of Europe: Davanti Warehousing BV

http://www.sysaid.com

SysAid IT Success Story: Davanti Warehousing BV, Europe

SysAid breathes new life into Customer Service Operations at Davanti Warehousing BV, after years of wrestling with outdated Service Desk software.

Davanti Customer Service Manager Chris Spee explains in his own words why saying goodbye to your old Service Desk software is the only way to say hello to the future...

Life before SysAid: IT's That Manual

"Before deploying SysAid, we had been working for quite some time

with a Service Desk application, which was both laborious and

out-dated. The key issues facing our Customer Service Department

at the time were:

All communication had to be archived manually

Customers neither had access to their service requests, nor the

ability to track progress

Reporting was very limited and generating regular reports was

highly labor-intensive

Virtually no escalation possibilities existed, nor structured rules or

automation

Maintenance, updates and upgrades were no longer available

We needed a new system that would help us to overcome these

issues and enable us to provide our customers with the high

standards of quality service they expected from us.

We did some research and one of the options we came across was

SysAid, which seemed to us to contain the features we were looking

for, along with the ability to customize options and low TCO. It was

also a stable and mature product that offered continuity (unlike our

previous Service Desk application), which was very important. We

also found by browsing around that SysAid has a highly active

community, in which SysAid employees are very active and open to

suggestions made by customers. While first inquiring about SysAid

and its capabilities, we noticed quite early on that SyaAid's

Customer Service Helpdesk was both highly capable and quick to

respond to issues and queries."

“Best of all, we were

finally able to implement

escalation rules based on

SR priority and due dates,

as well as capture SR's for

which no action had been

taken for an extended

period of time.”

page 2

Introducing SysAid: The new face of Davanti

"We first deployed the SysAid Helpdesk and reporting tool back in

2007, and it immediately provided us with all the features that we

needed and more. It had room for standard customization, as well

as individual customization options that we could apply to our

Customer Service department. The ability to change SysAid's forms

and views exactly the way that we wanted was highly convenient,

as it helped us to integrate SysAid with our customer service web

portal. We set up SysAid to allow our customers to easily submit

Incidents, Changes and RFI's online, with part automatic and part

manual notifications. Some of our customers also use the

automatic reporting facility, which we are currently reinforcing to

offer our customers a wider range of options via our external web

portal. Best of all, we were finally able to implement escalation rules

based on SR priority and due dates, as well as capture SR's for which

no action had been taken for an extended period of time. We're also

very impressed with the rate of new SysAid releases and the ease of

upgrade we've experienced so far."

Life after SysAid: Towards a new future

"Our main organizational goals were to improve efficiency, limit the

amount of manual activity required, and enhance customer

satisfaction. Since the implementation of SysAid, we have received

commendations about our notable service improvements, and we

certainly feel that we have taken big leaps in achieving these goals

over the last year and a half. As operations continue to expand, our

Customer Service department is still undergoing a few changes, so

we are constantly making adjustments and improvements to the

system. The best thing about SysAid is that it is able to change with

us, and continues to remain highly responsive to our evolving

needs."

Davanti Warehousing BV: Warehouse Management Systems

Davanti Warehousing BV, based in the Netherlands, specializes in

warehouse logistics and offers a suite of software solutions,

including the MLS warehouse management system. MLS has a solid

European customer base across logistic service providers, retailers,

wholesalers and manufacturers in Benelux, Poland, France, UK,

Ireland, Ukraine and Iceland.

http://www.sysaid.com

SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559 Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205