June 09, 2008

Tific has yet again signed a deal with a large Swedish enterprise. This time it is Handelsbanken, one of the leading banks in the Nordic area, that has made the decision to complement its existing IT-support with support automation and self service. The arrangement incorporates 12 000 end-user licenses of Tific’s market leading support platform – Tific Support Automation Suite.

Anders Ljungqvist, Support Manager of Handelsbanken, is very satisfied with the implementation.

“Handelsbanken has previously turned to Tific for two important projects with terrific outcomes. That Handelsbanken have been able to rationalize the in-house technical support as well is great. The extensive cost-savings that have been enabled by Tific's solution can now be invested in the development of Handelsbanken’s core business – services within the banking area”

Tific has, during the latter part of 2007 and the beginning of 2008, implemented their support solution at several large enterprises, something that Tific’s CEO Pär Ribbner partially thanks the analyst firm Gartner for.

”The second generation solutions within support automation and self service has gotten a great deal of attention since they imply whole new levels of user friendliness and problem solving, that Gartner now communicates how support automation is a central component of the next generation service desk has great impact on our market”

Support automation, a core functionality in Tific Support Automation Suite, resolves computer conflicts automatically or with minimal user interaction. Solving incidents in the conflict stage means that the end-user never encounters a given problem. For enterprises with thousands of computer users this proactive problem solving equals a substantial cost saving since the stream of support calls to the service desk decreases but also the hidden support cost that includes time invested by the user, or involved colleagues, in solving the problem.

Article in IT24 (in Swedish)

For further information, please contact:

Tobias Petersson, Marketing Coordinator, Tific AB
Telephone: +46 708 688006
Email: tobias.petersson@tific.com

About Tific

Tific is the leading provider of second generation support automation solutions. Since our foundation in 1999, the solutions that we offer have helped numerous enterprise service desks and businesses serving the enterprise, consumer and mobile market to streamline their technical support which has led to reduced support costs and increased customer satisfaction. For more information, visit http://www.tific.com

May 22, 2008

Early 2008, Tific signed an agreement with ICA Group; one of the leading retail companies in the Nordic region. The deal includes 6000 end-user licences of eSupport; a tailored support solution based on Tific’s market leading platform Tific Support Automation Suite. “eSupport will increase the effectiveness while decreasing the cost of ICA’s in-house technical support and user satisfaction rates will go up” says Tom Sölch, Head of IT Support at ICA Group.

eSupport is based on Tific Support Automation Suite that automatically resolves known errors in the end-user computer environment through proactive mass- and self-healing. ICA’s tailored solution also supports Tific’s innovative self service guides and assisted service that facilitates the handling of support cases in the helpdesk. 

“The investment will entail substantial savings for ICA in both a short- and long-term perspective” says Tific’s CEO Pär Ribbner. “With support automation and self service guides incidents can be resolved at level zero and the platform’s support for assisted service will reduce the handling time of incidents in the service center” explains Tific’s CEO who ends by expressing his satisfaction with how the year has started.

For further information, please contact:

Tobias Petersson, Marketing Coordinator, Tific AB
Telephone: +46 708 688006
Email: tobias.petersson@tific.com

About ICA

The ICA Group (ICA AB) is one of the leading retailers in the Nordic area with 2 250 company owned and retailer owned stores in Sweden, Norway and the Baltic region. ICA AB incorporates ICA Sverige, ICA Norge and Rimi Baltic. ICA AB also offers financial services to Swedish customers through ICA Banken. ICA AB is a joint venture that is 40% owned by Hakon Invest AB and 60% owned by Dutch Royal Ahold. According to a shareholder agreement, Royal Ahold and Hakon Invest AB has joint influence in ICA AB. Trough Royal Ahold, ICA AB is a part of an international network of retailers. For more information, visit http://www.ica.se

About Tific

Tific is the leading provider of second generation support automation solutions. Since our foundation in 1999, the solutions that we offer have helped numerous enterprise service desks and businesses serving the enterprise, consumer and mobile market to streamline their technical support which has led to reduced support costs and increased customer satisfaction. For more information, visit http://www.tific.com

May 06, 2008

The SMB market faces the same challenges, but often lack the financial means of large enterprises in managing the escalating complexity of today’s IT environment. Populating the service desk is not always a viable option for small and medium-sized businesses when assisting the end-user with technical support.

With this in mind Tific has designed Tific Helpdesk Booster – a support solution that provides support technicians with actionable end-user computer information in real-time. With Tific Helpdesk Booster support technicians can bypass the manual gathering of information which on average represents 15-20% of the incident handling time. Tific Helpdesk Booster is a Software as a Service solution (SaaS) which makes it fast and easy to get started with and requires no maintenance. The solution will also add substantial value to larger enterprises as their service desks often lack easy access to the information that the solution provides.

Tific Helpdesk Booster is designed for ease of use as it requires no implementation and can be downloaded at the Tific website. Downloads initiate with a 30 day free trial period and an option of extending the use at the low price of $99 per support analyst and month after the trial period has expired.
 
Tific Helpdesk Booster is based on the market leading second generation support automation platform, the Tific Automation Platform that has been deployed to millions of users in global markets.

For further information, please contact:

Tobias Petersson, Marketing Coordinator, Tific AB
Telephone: +46 708 688006
Email: tobias.petersson@tific.com

January 15, 2008

Nordic software company TiFiC and TietoEnator have signed a strategic partner and license agreement. Tific is a leading provider of second generation solutions for IT support automation and self service. TietoEnator will in 2008 make a big investment to further improve and strengthen their IT-support offerings. Support automation and self service are fundamental components in this initiative and TietoEnator has chosen the solutions from Tific. Tific’s solutions reduce support costs and increases customer satisfaction by automatically detecting problems on the users’ computers and automatically fixing these problems - so called support automation. Intelligent self service helps end-users solve problems on their own, and if assisted service is needed, Tific’s solution automatically gathers all relevant system information and sends it to the service desk which facilitates the troubleshooting process and significantly cuts the resolution time.

Tific will also assist TietoEnator in establishing a competence group for support automation and self service. This group will provide strategic advice in this field and will assist companies in implementing processes and solutions.

“The partner agreement with Tific on support automation is aligned with our strategy, on how we together with selected partners further strengthen our already wide range of services. IT-support is a keystone and also one of the areas in which we focus on becoming market leader. By integrating the products of Tific with our extensive knowledge in IT-support, we create a unique service”, says Mikael Jupiter, Vice President, TietoEnator Processing & Network.

“We are very proud of this strategic partnership with TietoEnator. Not only is it a great deal for us but it will also, with the competence and size of TietoEnator, help us reach out to the large Nordic enterprises much faster than we can do on our own.” says Johan Attby, VP Business Development, Tific.

For further information, please contact:

Johan Attby, VP Business Development, Tific AB
Telephone: +46 708 688010
Email: johan.attby@tific.com

Mikael Jupiter, Vice President, TietoEnator Processing & Network
Telephone: +46 708 190663
Email: mikael.jupiter@tietoenator.com

About Tific
Tific is a leading provider of second generation support automation and self service solutions. Tific’s solutions help enterprise service desks, IT support providers, software and hardware vendors, broadband services providers, and mobile phone vendors and operators reduce support costs and increase customer satisfaction. Tific was founded in 1999 and has successfully helped many global enterprises streamline technology support. www.tific.com

About TietoEnator
TietoEnator is among the leading architects in building a more efficient information society and one of the largest IT services providers in Europe. TietoEnator specializes in consulting, developing and hosting its customers' business operations in the digital economy. The Group's services are based on a combination of deep industry-specific expertise and the latest information technology. TietoEnator has about 16 000 experts in close to 30 countries. www.tietoenator.com