The AGRAVIS Raiffeisen AG is a modern agricultural trading and service company with approx. 5 billion Euro turnover and currently ca. 5,000 employees (as of Sept. 2010).

The business focus of the AGRAVIS Raiffeisen AG is on the typical agricultural goods corn and oilseed as well as animal feed, fertilizer, plant protectant and seeds.

Significant activities are also in the areas of agricultural technology and energy.

Moreover, the company operates a retail business via its Raiffeisen shops. Also, the trade in construction materials plays an important economic role.

The motto of the AGRAVIS Raiffeisen AG is "We help to grow". This is done by the company helping its customers to work in a more profitable way, to generate more efficient performance and to achieve more profit.

Optimizing Service Processes with GEDYS IntraWare 7 Helpdesk

Challenges

Optimizing the existing Incident Managements according to ITIL

Implementation of a Change and Problem Management according to ITIL

Easy ticket registration and alignment 

Reporting and documentation

Integration of administrative tools, Email, fax and telephone

Results

Implementation of the GI7 Helpdesk working environment with the required functions

"Together with the GEDYS IntraWare Team we have succeeded in realizing three central ITIL processes in the same tool. This uniform framework within the familiar Lotus Notes environment significantly simplifies the training for our employees and avoids any interface problems."

Rudolf Klein, Manager System Operation

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