Airbus CIMPA Success Story
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“ We searched the market for a remote support solution. Only a few met Airbus' security requirements and were 100% web-based - and of those only NTRsupport was compatible with our system ” Patrice Granger IT Services Manager - Airbus CIMPA www.ntrglobal.com Challenge CIMPA’s technical support department serves internal end-users - themselves IT technicians - as well as project developers or leaders across many departments. Service requests are received through the Airbus intranet. Prior to NTRsupport implementation incidents were handled either telephone or - more commonly - by onsite visits. When incident backlog began to pose a serious problem for the company, CIMPA began to search for a solution. They needed to reduce onsite visits, lower costs and improve service speed, quality and efficiency. The solution had to be 100% web-based, consume minimal bandwidth and meet Airbus' stringent security requirements. Value Added Before implementing NTRsupport 50% of CIMPA's technical incidents were handled over the phone and the rest by onsite visits. Since its implementation of NTRsupport in 2006, the company has reslolved a full 95% of technical incidents with live chat and remote support. End-users contact technicians with ease and watch incidents get resolved in minutes as technicians remote in and work as though sitting in front of end-user computers. CIMPA team productivity has seen a big increase - incident backlog has diminished and end-users report a more positive overall support experience. Sign up now for a free trial at www.ntrglobal.com/ntrsupport Airbus CIMPA Resolves 95% of Incidents Remotely with NTRsupport NTRsupport Ultimate Success Story Company Profile CIMPA is a German IT services company that became a subsidiary of manifacturing giant Airbus S.A.S in 2003. The company develops and markets product life cycle management software for automobile and airspace industries. It handles all aspects the Product Lifecycle Management process - from design to manufacture to maintenance and support - to companies looking to reduce design and production lead times and lower costs. CIMPA mainly services Airbus owner EADS, which represented two-thirds of its 65 million Euro revenue in 2005. www.cimpa.com
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Before implementing NTRsupport 50% of CIMPA's technical incidents were handled over the phone and the rest by onsite visits. Since its implementation of NTRsupport in 2006, the company has reslolved a full 95% of technical incidents with live chat and remote support.
Transcript of Airbus CIMPA Success Story
“ We searched the market for a remote support solution. Only a few met Airbus' security requirements and were 100% web-based - and of those only NTRsupport was compatible with our system ”Patrice Granger IT Services Manager - Airbus CIMPA
www.ntrglobal.com
ChallengeCIMPA’s technical support department serves internal end-users - themselves IT technicians - as well as project developers or leaders across many departments. Service requests are received through the Airbus intranet.
Prior to NTRsupport implementation incidents were handled either telephone or - more commonly - by onsite visits. When incident backlog began to pose a serious problem for the company, CIMPA began to search for a solution.
They needed to reduce onsite visits, lower costs and improve service speed, quality and efficiency. The solution had to be 100% web-based, consume minimal bandwidth and meet Airbus' stringent security requirements.
Value AddedBefore implementing NTRsupport 50% of CIMPA's technical incidents were handled over the phone and the rest by onsite visits. Since its implementation of NTRsupport in 2006, the company has reslolved a full 95% of technical incidents with live chat and remote support.
End-users contact technicians with ease and watch incidents get resolved in minutes as technicians remote in and work as though sitting in front of end-user computers. CIMPA team productivity has seen a big increase - incident backlog has diminished and end-users report a more positive overall support experience.
Sign up now for a free trial at www.ntrglobal.com/ntrsupport
Airbus CIMPA Resolves 95% of Incidents Remotely with NTRsupport
NTRsupport Ultimate Success Story
Company Profile
CIMPA is a German IT services company that became a subsidiary of manifacturing giant Airbus S.A.S in 2003. The company develops and markets product life cycle management software for automobile and airspace industries.
It handles all aspects the Product Lifecycle Management process - from design to manufacture to maintenance and support - to companies looking to reduce design and production lead times and lower costs.
CIMPA mainly services Airbus owner EADS, which represented two-thirds of its 65 million Euro revenue in 2005.
www.cimpa.com
