Fortior to implement Nimsoft solution

MUMBAI, INDIA: Nimsoft on Wednesday announced that Fortior Global, an integrated project controls solution provider in Australia, is implementing Nimsoft Service Desk as part of its new Premium Support Services to provide clients with real-time self-service access to its project controls knowledge base.

Nimsoft Service Desk is a pure SaaS, multi-tenant product for all aspects of IT service management. It helps customers coordinate service delivery and increase customer satisfaction and can be configured to an organization’s specific needs without the cost and complexity associated with traditional code-based service desk customization.

“With clients spanning Australia, New Zealand and Malaysia, we needed a strong cloud-based solution for delivering information anywhere in real time,” said Paul Butterworth, GM at Fortior Global. “Nimsoft Service Desk supports our core, basic incident problem and knowledge base processes, while enabling us to create client-tailored portals that make it easy for people to find the information they need,” he added.

Nimsoft Service Desk simplifies content management so Fortior can help ensure that the right information is readily available to its clients. Knowledge base articles can be queried from tickets or through a global search function. Clients can use the knowledge base as a resource for FAQs, how-to procedures, and to runbooks.

In addition, because Nimsoft reports on the effectiveness of the knowledge articles, Fortior Global can improve its content.

“Our Nimsoft knowledge base benefits our clients by providing them with real-time answers, while driving down our support costs,” said Butterworth. “With support contracts in the millions of dollars, we expect the impact of Nimsoft Service Desk on our business to be substantial.”