Customer reference
Chambre des Métiers Luxembourg
Chambre Des Metiers Luxembourg regroups all the companies of the craft industry, namely those of the food sector, the fashion, health, hygiene sector, the mechanical sector, the construction sector - structural work - technical equipment, the communication sector, multimedia, art and other activities.
Industry
Location
Luxembourg
Implemented by
Case on Odoo
The context
Improving internal ticketing for a large national craft chamber
Chambre des Métiers Luxembourg represents craft industry companies across multiple sectors, supporting businesses in food, fashion, health and hygiene, mechanics, construction, communication, multimedia, art and other activities throughout Luxembourg.
Before the project, the internal IT team managed many projects but lacked an efficient, structured way to handle support tickets and follow up on internal requests, making it harder to track issues, priorities and workloads over time.
The stakes were to give the IT team reliable control over requests and service levels, improve traceability and responsiveness for internal users, and ensure that the growing volume of tickets could be managed transparently and efficiently.
Their needs
A clearer, more efficient way to manage internal IT tickets
The client wanted to improve the management of tickets and the follow-up of internal requests by relying on the Odoo solution already in place.
- Improve the management of tickets handled by the internal IT team.
- Ensure better follow-up and traceability of internal requests over time.
- Centralize information related to support activities in a single system.
- Gain a clear view of workloads, priorities and service levels for internal support.
The proposed solution
A structured Odoo analysis leading to a centralized Helpdesk
Captivea Luxembourg started the project with a complete analysis of the existing Odoo environment, through business discovery workshops by theme and domain, the creation and presentation of detailed deliverables, and iterative handling of feedback, then implemented the Helpdesk module to centralize requests, support SLA management and provide activity analysis for the IT team and a smoother experience for users.
The first step of this project is to perform a complete analysis of the client's Odoo environment.
Analysis objectives
- To be reassured on the feasibility
- Show that we understood their business
- To confirm a budget
- To know and confirm how we will do it
- Know the timeline
Analysis processes
- Business discovery
- Workshops by theme / group of people / domains
- Create the deliverable documents
- Present it
- Handle feedback
Odoo apps deployed
The Odoo suite on this project
All Odoo applications, activated at the pace of the client's needs.
The results
Benefits & returns on investment
What the client gained, day after day, once the solution went live.
Time saving
- Centralized organization of financial documents
- Generate quotes in a few clicks
- Quick sharing of documents
- Simplified supply management
- Automation of intervention schedules
Productivity gain
- Centralized management of leads and customers, increasing sales team efficiency
- Smoother order processing with real-time stock tracking
- Clear visualization of performance and key indicators
- Quick access to employee information
Increase in sales
- Improved client satisfaction through faster project delivery
- Better time management that helps allocate resources to the most profitable projects
- Identification of additional needs through ticket analysis
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