Key Challenges

A division of Olympus, Endobase had a help desk but no facility to ensure that all support issues were being followed-up in a timely manner.  They also lacked the ability to track and analyse issues which negated their ability to prioritise the need for permanent solutions.

Company Overview

Olympus Australia was established in 1997 as a direct subsidiary of the Olympus Corporation Japan to supply specialised medical, scientific and industrial equipment.

Olympus Australia is responsible for the marketing and distribution of high-quality products in Australia and New Zealand.

Software Solutions

Contact

Paul Callahan, Product Manager

Manager's Opinion

"We actually have the capabilities internally to do the work that Digital Tree did, but we simply couldn't have done it in the short timeframe that they were able to do it in," said Callahan.

"We pride ourselves on the service that we provide to customers so it's incredibly important to us to have our systems in place and working seamlessly as quickly as possible.

"We'd noticed that there were some shortfalls with the helpdesk infrastructure - so we contacted Digital Tree and they worked closely with the Endobase team, ascertained the requirements and built the system, it seems, in no time at all.

"With the work that Digital Tree did, we now have the capabilities to make product improvements based on intelligence that's collected through the helpdesk as well as providing far more effective and efficient service to our customers - that's a fantastic win-win situation all round," he said.