Naturalia Tantum chose Deepser to create centralized group-wide IT management and organize the requests coming from its different sites. With the platform, the team turned informal communications and emails into a traceable process, in which priorities can be identified and every request followed through to its resolution.
The challenge
Before Deepser was introduced, requests directed to the IT department were mainly communicated verbally or by email. There was therefore no single system in which to log reports, follow their progress, and keep a history of the work carried out.
This approach made it hard to have a complete view of the team’s work. Information remained spread across different channels, and it was not always easy to reconstruct the requests received or determine which activities should be tackled first.
At the same time, Naturalia Tantum was working on creating centralized group-wide IT management. Coordinating the needs of the different sites without a dedicated tool would have made it harder to organize the work and ensure that every report was taken care of.
It was therefore necessary to introduce a single access point through which users could submit requests and the IT department could handle them by priority and urgency, preventing important information from being lost.
The solution
Marco Orfei, IT Manager at Naturalia Tantum, already knew Deepser from a previous search for IT ticketing solutions. Compared with the other platforms evaluated, Deepser stood out for its ease of implementation and the ability to become operational quickly.
The platform was introduced to manage tickets through a portal dedicated to collecting requests. Users thus gained a defined channel to turn to, while the IT team was able to bring all reports together in a single environment.
Every request can now be logged and followed through the various processing stages. The IT department can also distinguish activities based on their actual priority, even when, for users, every problem naturally tends to seem urgent.
Collaboration with the Deepser team also made it easier to get the project started. The expertise shown during implementation allowed Naturalia Tantum to configure the solution and start using it in a short time.
Deepser allowed us to organize our help desk management and make the requests coming from our sites traceable. The solution is simple to implement and manage, while the team’s expertise allowed us to become operational in a short time.
Marco Orfei, IT Manager, Naturalia Tantum Spa
Results and impact
The introduction of Deepser allowed Naturalia Tantum to move from a management based on verbal communications and emails to an organized, traceable help desk. Today requests are collected through a defined process, making it easier to check what has been reported and follow the status of each activity.
One of the most important changes concerns the ability to set priorities more clearly. The IT team has the information it needs to evaluate incoming requests and organize the work according to the company’s real needs.
The platform has also supported the evolution of the IT department, which today has three operators and handles the requests coming from all five sites of the group. Centralizing reports gives the team an overall view of activities and creates a foundation on which to keep improving processes.
As there was no dedicated system before, it was not possible to make a comparison based on historical KPIs. The change is nonetheless clear from an operational standpoint: requests no longer remain scattered across different channels and can be retrieved and managed within a single environment.
Deepser continues to support Naturalia Tantum today in the growth of its IT department, offering further development opportunities as new needs emerge.
About Naturalia Tantum
It is an Italian group that develops and produces solutions related to wellness and personal care, with a particular focus on natural ingredients and sustainability. Its activities range from cosmetics to nutraceuticals and private-label projects, following in-house the path from the initial idea to a market-ready product.
