What exactly is your role at Kapsch AG and what activities does it involve?
I am the CIO of the Kapsch Group, and among other things responsible for IT strategy worldwide and for all subsidiaries. In addition, I ensure the quality of all IT services of the Kapsch Group that are delivered to customers.
What is FlowShare used for in your company?
In the Kapsch Group, we have an in-house support center where employees can call if problems arise. FlowShare is used for online documentation during a helpdesk call, while the service desk employee shows the user the solution to his problem via screen sharing. The result prepared with FlowShare can be immediately sent to the user and also made available to the colleague from the service desk as parallel help.
What challenges did you have before using FlowShare?
How did you solve them back then?
So far we didn’t have a solution. Until now, support was provided via screen sharing. With a lot of luck, the user took notes, and with a lot of bad luck, the same user calls again if he didn’t remember the solution. Or another employee called with the same question, which had to be explained again.
What was your biggest concern when buying FlowShare?
Basically, we had no concerns. I liked the product very much right from the start. The reaction to our input was always fast and reliable and our feedback flowed into new versions.
Was there a hurdle that almost prevented you from buying?
We offer FlowShare internally as a service in our own software center and for this we needed a certain unit price, which we then found over the quantity. There were no technical hurdles at any time. Our wish to have the software center perform an automatic installation by the user was successfully implemented.