Fortior Global implemented Nimsoft Service Desk to facilitate the definition of three service levels using customizable customer-facing portals that provide self-service, reporting, and tracking features. For more case studies from Nimsoft, visit: nimsoft.com/customers/case-studies.html?c=SM

1. Fortior Global
Nimsoft Helps Fortior Global Launch Tiered Support Services
By providing direct, customized support contracts
Challenge to customers, Fortior Global creates a robust new
∞ Create new support services revenue stream
offerings to match customer-
specific needs.
Background
Fortior Global, an integrated project controls solution provider, is the largest
∞ Deliver support services over the
Australian provider of training, support, implementation and highly skilled industry
cloud to geographically dispersed
practitioners for project control systems and services. The company develops
clients.
integrated project controls for hundreds of projects in Australia and around the
∞ Provide customized portals with world working with more than 1,300 organizations.
self-service capabilities and insight
into support requests. Recently, Fortior Global launched a new tiered support services offering to provide
enhanced service levels for customers. These service levels include FG Basic,
∞ Connect support services to
FG Plus, and FG Premium. To facilitate these new levels of service, the company
searchable knowledge base.
turned to Nimsoft and its on-demand, cloud-based service desk solution for the
delivery and commoditization of the three service levels.
Solution Challenge
Fortior Global was looking to create a new tiered service offering that enabled
Fortior Global implemented Nimsoft
customers to select the level of support according to their needs. For “Plus”
Service Desk to facilitate the
customers, the new service included access to an “Ask the Experts” feature, where
definition of three service levels using
customers could submit questions on topics or products within their support
customizable customer-facing portals
agreements. “Premium” customers would have additional capabilities, such as
that provide self-service, reporting,
access to a comprehensive self-service knowledge base.
and tracking features.
“We have always
provided our
Results customers with
support, training, “We needed a service desk solution
∞ Improved the consistency, services and solutions,”
to support instant knowledge
efficiency and quality of service and said Paul Butterworth,
reduced costs through self-service General Manager, processes, one that was simple
and automation. Fortior Global. “Now to use and accessible to our
∞ Added nearly 50 new direct support we are offering them customers, regardless of location.”
contracts to increase revenue the chance to work
together and benefit —Paul Butterworth
stream without the need to involve
from each other’s General Manager
third-party contacts—an increase
experience by evolving Fortior Global
of 150%.
the most powerful
∞ Grew number of Premium services and unique Project
customers by 25% per month. Controls Knowledge
Base in the industry.”

2. Nimsoft Case Study
Butterworth’s team had been using legacy finance and ERP increased efficiency at the service desk. After the user enters
software for incident tracking; however, as it created its new the request, the Request Management module uses the built-
service levels, a service desk solution that could support in, configurable workflows to automatically route all tickets to
instant knowledge processes was necessary. With clients the appropriate group or technician, based on a combination
spread across Australia, New Zealand and Malaysia, Fortior of the requester’s information, ticket information, or time of
Global needed a cloud-based solution. creation.
“Our clients were looking for more efficient and mature A Knowledge Management module compiles optimal, vetted
project systems, including training, support and staff,” said information and makes it readily available to resolve service
Butterworth. “We needed a service desk solution to support issues. Knowledge base articles can be queried from tickets
instant knowledge processes, through the global search function
one that was simple to use and to assist technicians in resolving
accessible to our customers, “We have had 150% growth in issues or conflicts. FG Premium
regardless of location.” clients can use the Knowledge Base
direct premium support contracts, as a resource for FAQs, how-to
Although Fortior Global’s none of which could be delivered procedures, run books, and more.
previous service desk solution
without the Nimsoft solution.” Fortior Global customers access
was also cloud-based, it lacked
their portal for all interactions,
the capabilities the team needed. —Paul Butterworth whether they’re using “Ask the
“We looked at several solutions, General Manager Expert” services, The Knowledge
and chose Nimsoft for its ease of Fortior Global Base, or simply reporting a service
use and deployment, flexibility,
issue.
and on-demand delivery model,”
he said. FG Premium customers gain
access to project controls, such as
Solution planning, scheduling, cost and risk, with the ability to easily
Fortior Global selected Nimsoft Service Desk, a SaaS search and quickly find answers to general questions. With
solution with built-in ITIL®-based best practices and the tightly integrated incident and knowledge management
ability to adapt the workflow to the specific needs of the modules, analysts can rapidly and effectively resolve incidents.
business without the high cost and complexity associated The predefined templates and action-based workflows within
with traditional code-based customization. The flexible and Nimsoft Service Desk help confirm correct processes are
configurable solution can be automatically upgraded enabling followed and reduce the need for extensive training or hiring
companies like Fortior Global to quickly gain value. of highly skilled administrators.
Fortior Global was able to implement Nimsoft Service Desk Results
and deploy new tiered services with extensive reporting and
With Nimsoft Support Desk, Fortior Global can now sign direct
traffic tracking capabilities less than six weeks from the time of
support contracts, providing an increased support revenue
purchase. By applying service levels to the fulfillment process,
stream for the company without the need to involve third-
while improving processing efficiency and reducing costs
party contacts. Fortior Global can also sell access to self-
through self-service and automation, Fortior Global has been
service capabilities as part of its FG Premium service package.
able to increase the consistency and quality of its service.
“Nimsoft has enabled us to clearly define our support levels,
With its intuitive end-user interface, Nimsoft Service Desk
so we can match our service levels to the needs of our
makes it easy for end users to help themselves or submit
customers,” said Butterworth. “We’ve increased our direct
requests for service management, either online or via email.
support contracts by 150% at a rate of about 10 contracts per
A Service Catalog module uses ticket templates as the basis
month and our FG Premium business is growing by 25% per
for the customer facing service request catalog, allowing for
month.”
2 | Case Study: Fortior Global

3. Nimsoft Case Study
Access to highly valuable project contracts, none of which could
controls and Knowledge Base “Our existing support contracts be delivered without the Nimsoft
articles over the cloud saves solution.”
are in the millions of dollars,
Fortior Global time and money
processing service requests, and with Nimsoft Service Desk Fortior Global will be introducing
facilitating our new offerings, we additional capabilities for customers
and helps increase customer
to save them time and money, and
satisfaction. expect that number will continue provide even more capabilities.
“Our existing support contracts to grow year over year.” “We’re continually investing in
are in the millions of dollars, solutions that provide value to
—Paul Butterworth
and with Nimsoft Service Desk our clients and enable us to grow
General Manager
facilitating our new offerings, we revenue streams,” said Butterworth.
Fortior Global
expect that number will continue “Nimsoft will help us continue to
to grow year over year”, said optimize our service offerings now
Butterworth. “We have had 150% and into the future.”
growth in direct premium support
About Nimsoft
Nimsoft provides leading IT Management-as-a-Service solutions within the CA Technologies portfolio. Companies and service
providers of all sizes use Nimsoft to rapidly and easily implement essential monitoring and service desk capabilities necessary to
manage today’s dynamic computing environments. Learn more at www.nimsoft.com.
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