Founded in 1929, Huisman Equipment is a Dutch designer and manufacturer of heavy construction equipment for the world’s leading companies in the renewable energy, oil and gas, civil, naval, and entertainment markets. Huisman focuses on quality of service, cost efficiency, improved time to value, and compliance for the delivery of all its solutions.
Huisman wanted to modernize to a global, centralized enterprise service desk for all requests and tickets across IT, HR, Facilities, and Maintenance. Its existing on-premises system and related processes, including its configuration management database (CMDB), required a significant amount of manual effort that left sensitive employee data potentially vulnerable and prevented staff from taking on higher-level work.
Huisman selected BMC Helix ITSM, BMC Helix Digital Workplace, BMC Helix Business Workflows, BMC Helix Discovery, and BMC Helix Smart IT to achieve its centralized service desk vision. A software as a service (SaaS) solution offers better performance and ensures all of the company’s global headquarters could benefit from the shared efficiencies of the cloud.
BMC Customer Success partnered with Huisman to configure the system to meet specific needs. With a focus on out-of-the-box (OOTB) functionality, BMC Customer Success helped Huisman to automate manual processes, reduce email reliance, and develop 51 initial services for its service catalog, including items for IT Facilities, Travel, and HR.
All these services, 100+ knowledge articles, and more are available in a single self-service portal, streamlining the request experience for employees, increasing user adoption, and enhancing overall efficiency. To ensure a smooth transition, BMC Education Services provided diverse types of training to system administrators, support staff, support users, and the global operating team.
BMC Customer Success helped Huisman reduce system complexity to achieve:
- An integrated service catalog along with incident, problem, knowledge, and change management capabilities in a single dynamic, reliable service platform
- A 25 percent reduction in manual labor for each service request through automation
- A 60 percent improvement in CMDB reliability and processes
- A 45 percent increase in form registration for tickets
“BMC Customer Success and the SaaS team really helped us out a lot, performance wise. They made sure there were no issues at go-live. Everything worked really well.”— Mildo Stolk, Global IT Manager, Huisman