from in-house development to tanss

"Since the programmer of the ticket system left us, we have had a system without support." Carsten Steinke from Abenhausen introduces himself and explains that they employ just over 30 people, almost 20 of whom work in IT. They are based in the Celle area north of Hanover. Abenhausen used to work with a self-developed ticket system that was originally designed as a data center solution. After it was extended to the entire company, there were problems with flexibility and the implementation of extensive functional requirements. The developer of the system eventually left the company and they were left without full support. While searching for possible solutions, they looked around the market for alternatives. They heard about TANSS through recommendations and were quickly convinced that it was exactly what they needed. "We found it interesting that TANSS comes from the system house business. We got to know so many products that didn't fit our company." A pivotal moment was when the timeline was presented and there was the option to change a scheduled appointment to an on-site assignment. Carsten emphasizes that it is this flexibility and the small details that make the day-to-day work of the technicians so much easier.

"Unfortunately, the introduction of TANSS was delayed by two years through no fault of our own." The current CRM system only offered limited interfaces and the manufacturer was not very cooperative when it came to programming an API. Last year, the introduction of TANSS was suspended because the test phase was hampered by a lack of data. After failed communication with the vendor and the realization that their existing solution was not suitable, TANSS was nevertheless identified as a suitable alternative. They are currently using a workaround solution, but it requires manual steps and does not yet offer the desired automation. The current focus is on overcoming these challenges, especially with regard to automating the billing part according to the functionalities of TANSS.