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, that is to say :
Industry
Location
Luxembourg
Implemented by
Case on Odoo
The context
Streamlining internal ticketing for a large national chamber of crafts
Chambre des Métiers Luxembourg represents craft industry businesses across multiple sectors, supporting enterprises in food, fashion, health and hygiene, mechanics, construction, communication, multimedia, art and other activities throughout Luxembourg.
Before the project, the internal IT team was handling many projects but did not have an efficient, structured way to manage support tickets and follow up on internal requests, which made it difficult to track issues, priorities and workloads over a period of time.
The key objective was 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 in a transparent and efficient manner.
Their needs
A clearer, more efficient way to manage internal IT support tickets
The client wanted to improve how tickets were managed and how internal requests were followed up, by relying on the Odoo solution already in place.
- Improve how the internal IT team manages support tickets.
- Ensure better follow-up and traceability of internal requests over time.
- Centralise information related to support activities in a single system.
- Get a clear view of workloads, priorities and service levels for internal support.
The proposed solution
A structured Odoo analysis leading to a centralised 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, and then implemented the Helpdesk module to centralise 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 faisability
- 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 deliverables 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
- Centralised organisation of financial documents
- Generate quotes in a few clicks
- Quick sharing of documents
- Simplified supply management
- Automation of intervention schedules
Productivity gain
- Centralised management of leads and customers, increasing sales team efficiency
- Smoother order processing with real-time stock tracking
- Clear visualisation 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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