Executive Summary
Al-Rashed Transport, managing Saudi Arabia’s largest fleet, faced IT infrastructure and process challenges, hindering their digital transformation goals. Partnering with Alnafitha IT, they adopted ManageEngine solutions, including IT HelpDesk and KPIs Reporting, enhancing their IT service management. Alnafitha IT’s expertise ensured swift implementation and robust post-sales support. This collaboration improved operational efficiency, visibility, and control over IT incidents and assets, positioning Al-Rashed Transport for future success.
The Challenge(s)
As a logistics and materials management provider that manages the largest fleet in Saudi Arabia, they need a solid and robust IT system and management that helps stimulate the businesses and operations and administer the staff and their communication.
While they were dealing with an IT Management Service provider, they faced numerous hardships and obstacles with which they needed to bring about improvements.
They needed to go along with the digital transformation targeted by SA in 2030. Further, they needed to enhance their IT infrastructure and processes by adopting solutions that facilitate them.
“Alrashed Transport wanted to improve its IT infrastructure and processes and focus on Digital transformation.” Ravishankar Alla Reddy said a review of Alnafitha IT services.
Among other drawbacks that Arashed IT suffered from is that they could not measure key performance indicators (KPIs). To measure KPIs, they have to gain accurate metrics from IT service management providers, which was not fulfilled before.
Additionally, they frequently encountered disorders in reporting incidents to be resolved, wasting time in finding the entitled team to settle the issue.
“From an operational perspective, incidents were being assigned and then re-assigned to incorrect support teams and often lost in a black hole.” Ravishankar Alla Reddy stated.
Generally, the whole IT service delivery had numerous pitfalls and was inconsistent and inflexible, which constituted a new challenge to choose the right ITSM solution.
Ravishankar Alla Reddy said, “We were looking for a professional company who is capability to handle our ITSM requirement and implement same in our setup. It was difficult for us to identify a company who can provide us right server and support.”
The Solution
Al-Rashed Transport needed an IT Service Management provider that understands how to plan an ITSM roadmap to deliver service initiatives that can be translated to business success.
The metrics that most companies need to measure KPIs have to give them direction for improvement activities. They learned of Alnafitha IT from a sister company and found that their sales and technical teams are of high expertise and dedicated support.
Therefore, they decided to leverage Alnafitha IT solutions of the following: IT HelpDesk, HR Help Desk, AD Manager, and KPIs Reporting. Likewise, they found ManageEngine the suitable solution that can stimulate their required operations to manage the IT-related issues.
What’s more, Alanfitha IT is a Platinum Partner for ManageEngine that could implement ManageEngine ServiceDesk Plus to utilize its benefits. They helped them organize all departments requests and requirements.
Results
To kick off the project, Alnafitha IT started to gather requirements and was perfect for playing that role as described by Ravishankar Alla Reddy. Moreover, Alnafitha IT could implement the solution in the shortest possible time.
“Alnafitha having Pro Tech who help us a lot with starting from the project to going live with the project.” Ravishankar Alla Reddy said.
They were impressed by Alnafitha IT ManageEngine team and their support. Particularly, the post-sales support team was so helpful to the extent that if they call or email them, they get the support and resolution as fast as possible.
As they were encountering a lack of visibility of incidents, SRs, and changes, currently they are able to track them along with technician KPI. Additionally, they are controlling issues related to end-users and assets.
Servicedesk Plus enables the company’s staff to document all incidents and services and gain insights to measure KPIs.
ManageEngine solution helped them implement
- ITSM best practices
- Intelligent automations
- Customizations with no or low code
- Enterprise service desk
- Native IT integrations
- Issuance of business integration reports
Finally, to show their appreciation for the efforts exerted by Alnafitha IT team, Ravishankar Alla Reddy said, “This product helps us to document all the incidents and services overall the IT Helpdesk and control the asset. This is the best solution for any company that is looking to complete ITSM package. And Alnafitha is the best partner for implementing and supporting the solution.”
Conclusion
The case study of Al-Rashed Transport highlights the successful partnership with Alnafitha IT, resulting in significant improvements in operational efficiency and visibility. The adoption of Alnafitha IT’s solutions, including IT HelpDesk, HR Help Desk, AD Manager, and KPIs Reporting, facilitated a more structured and responsive IT service management framework. Alnafitha IT’s expertise and support ensured the successful implementation and ongoing maintenance of the new system, driving Al-Rashed Transport towards greater operational excellence. This collaboration positions Al-Rashed Transport as a forward-thinking enterprise ready to meet future demands.
