Fronde is one of New Zealand's leading IT services companies with a great reputation for delivery. Typical projects range from building hardcore business systems that process billions of transactions yearly, to the innovative (and pretty cool) TXT-a-Park service that lets you pay by phone for parking. Fronde is particularly strong in delivering to the public and utilities sectors, telcos, and to financial services organisations.
Providing top class service management to clients and customers is vital to their business.
Fronde works within the ITIL framework, focussing on best practices where appropriate. They were impressed with the Beetil team's open minded and practical view on ITIL and also their belief that a framework should add value, not complexity to the business. Graeme Shellard, Fronde's IT Operations Manager, says that Beetil's simplicity was a major factor for Fronde's selection of this Service Management Toolset.
"Beetil has helped by removing all the noise and distractions that our previous toolset encouraged. We no longer worry about extending our use of the ITIL framework, we just get on and do it."
"Ease of use and simplicity are paramount".
Fronde found switching from their old service management system to Beetil a painless experience. The migration of data was no trouble and their staff were up and running with minimal training.
"Changing from the old system to Beetil was a breeze"
"Our biggest migration challenge was bringing the multiple instances of Beetil into a single instance. The Beetil team were quick to recognise the unique requirements of this merge, and fully supported the migration - no data loss, completed within change window."
"Getting Beetil up and running was really a bit of a non-event. Our Service Desk Manager spent less than a week setting up our customer base, there was a short training session, and an email with url and account details and we were using the tool."
Beetil allows us to focus on service
Graeme says that Beetil has had a positive effect on Fronde's business, its ease of use, unintrusiveness and the fact that it was "ready to go" meant quick staff uptake, and they now spend more time focussing on their customers and clients.
"Beetil is the first service management tool that we have used that fully supports our business out of the box. The key value it has added is that technology is no longer a focus for us, and we can concentrate on delivering service to our clients."
"If you need a simple SAAS based service management tool that you can implement incrementally ... a tool which staff want to use, and one where adding additional services is more about explaining the purpose of the service, than how to use the application, then Beetil must be on your short list."