CNA Modena chose Deepser to move beyond a proprietary help desk built on SharePoint and adopt a platform able to evolve together with the organization. Initially introduced in the IT area, the solution was progressively extended to all central staff, creating a single point to manage and track technical, administrative, and regulatory requests.
The challenge
Before adopting Deepser, CNA Modena used a proprietary help desk built in-house with SharePoint technology. The solution had allowed the organization to manage requests for several years, but its evolution depended directly on the resources and skills available within the team.
Not being a software development company, CNA Modena needed to rely on an external partner and on a product able to grow independently of its internal capacity to build new features. The goal was to adopt a more versatile platform, able to support the organization over the long term as well.
Another need concerned extending the system beyond the IT area. The requests coming from central staff in fact also involved administrative activities and services of a regulatory nature. In several cases, communications were still handled through email, making it harder to reconstruct what had happened and retrieve the information needed.
With a structure made up of central staff and local branches, it therefore became important to create a single environment in which to organize requests, keep their history, and adapt processes to the needs of the various departments.
The solution
After comparing several alternatives from a technical and economic standpoint, CNA Modena chose Deepser also thanks to a recommendation from another CNA branch that was already using the platform.
The project began in spring 2021 with the activation of the IT area, which acted as a pilot project during the replacement of the previous help desk. Subsequently, all the staff structures that were using the SharePoint-based system were progressively migrated to Deepser.
The platform was then introduced also in departments that had never used a real ticketing system. These include the regulatory support services and the administrative area, which handles activities related to invoicing and general accounting.
Today each staff has its own area within Deepser. The central operators use the platform to assist colleagues at the local branches, who can submit requests and follow their handling through a shared process.
The ability to customize lists, fields, and controls allowed CNA Modena to build configurations suited to the needs of the individual services without having to continually resort to software development. The internal team can manage many changes autonomously, while for more advanced needs it can count on Deepser’s technical and advisory support.
The SaaS model was also an advantage for a lean IT structure, reducing the need to administer additional servers and entrusting Deepser with the technical management of the platform.
I would recommend Deepser because it is a scalable and customizable solution that allows even a small IT staff like ours to meet the needs of a complex organization. It lets us manage not only technical requests, but also administrative and organizational activities, adapting the platform to the needs of the various services.
Silvia Miselli, CNA Modena
Results and impact
The introduction of Deepser gradually changed the way CNA Modena’s staff handle requests. The system, initially used only by the IT area, became a tool shared by all the central structures.
One of the clearest signs of adoption is the growth in licenses, which went from the initial 10 to the current 50. Over time, colleagues at the local branches also began using the platform as operators, further expanding the number of services managed through Deepser.
Staff recognized the benefit of having a single point in which to record requests and easily retrieve previous communications. In several cases, it was the departments themselves that asked to replace email-based handling with a ticket-based process.
The platform also made it possible to build tailored processes and configurations, supporting requests that concern not only technical assistance, but also administrative and organizational activities.
Today CNA Modena has a common foundation to monitor the work of its central staff and develop new integrations. The organization continues to refine how it uses the platform, with the goal of making the collection of data and the handling of requests increasingly uniform.
About CNA Modena
It is the local branch of the Confederazione Nazionale dell’Artigianato e della Piccola e Media Impresa (the National Confederation of Crafts and Small and Medium-Sized Enterprises). It represents craftspeople, professionals, micro-enterprises, and SMEs in the province of Modena. It offers tax, administrative, social-security, and HR support services. It also supports businesses with training, financing, safety, innovation, and development, and represents the interests of local companies before institutions.
