The unsung heroes behind IT

“Due to the incredibly high number of new users, new firewalls had to be put into operation quickly at the locations in Zürich, Wuxi, Bangalore, Minneapolis and Joinville,” says Herbert Fritschi, Head of ITP Operations. “In medical terms, we performed open-heart surgeries on the running infrastructure, without causing any disruption to the users,” adds Fritschi. Moreover, the ITP team had to issue the necessary licenses to all users quickly and unbureaucratically.

However, the challenge was not overcome yet by distributing the pressure on the Bühler network and securing access. “It was clear that our employees would have a great need for support and that several waves of inquiries were coming towards us,” says Martin Tschupke, IT Service Center Manager. These waves hit the Service Desk with full force. On some days, three times the number of calls and tickets were received. At some point, 12 instead of four agents, including apprentices from Uzwil and Braunschweig, were working for the Service Desk to ensure that there is enough time for customers to have their questions answered in a sustainable manner. This is another challenge that the ITP team has overcome with extraordinary dedication despite high pressure and stress. “The cooperation worked very well, and we’ve achieved really good results and received a lot of positive feedback despite the high volume of enquiries,” says Tschupke.