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Overview to the challenge:
Sofigate's Solution Center needed to simplify and speed up the process of creating integrations with their customers' ITSM systems and their own ServiceNow. They wanted to increase customer satisfaction and productivity by allowing the customer to use their own ITSM tool and, on the other hand, to allow the Sofigate experts to use their ServiceNow.
Overview to the solution:
Building integrations with ONEiO's solution doesn't require coding expertise, and integrations can be built in hours. Sofigate has also created a standardized model that makes setting up implementations simple and agile for their employees. For the end customer, the possibility of using their own ITSM tool makes life easy for them.
The main challenge
The challenge Sofigate's Solution Center was facing was that different ITSM systems don't speak the same language. Traditionally, managed service providers (MSP) prefer using their own ITSM system. For the end customer this is neither user friendly nor good customer service as the customer often favors using their own internal tool for issuing tickets. It used to be time consuming and cumbersome to manually build point-to-point integrations between the customer's ITSM portal and Sofigate's ServiceNow.
After deploying ONEiO, a cloud-native integration service, Sofigate's specialists can now build integrations in hours rather than using weeks or even months for the project. Essentially, ONEiO solves the compatibility issue with different ITSM systems, and the two systems start understanding each other.
For instance, if Sofigate's end customer is using any ITSM system or their own ServiceNow to report issues, the information first needs to be decoded and mapped so that Sofigate's ServiceNow understands it after which the experts can start resolving the ticket or implementing an improvement idea. This is where ONEiO's solution comes in. It "translates" the information flowing between the end customer and Sofigate's ITSM tool.
"ONEiO's strength is that it has been built to meet the needs of ITSM providers", says Jesse Rautsalmi, Delivery Manager and integrations team lead at Sofigate.
Sofigate's Standardized Model for Building Integrations Makes Work Agile
The secret behind Sofigate’s success is their standardized model, a blueprint of sorts, on how to build the integration between Sofigate's ServiceNow and the end customer's ITSM system with ONEiO. This model helps bring agility and stability.
"Traditionally, building point-to-point integrations has taken weeks or even months. By using ONEiO's integration solution the work is easier, simpler, and faster," says Minna-Liisa Niva-Aarnio, Business Executive and head of the Solution Center at Sofigate. "For our ServiceNow experts, ONEiO is easy to use. You don't need coding experience to be able to use the service to configure integrations."
Deploying new customers is fast because Sofigate's employees can use their own ServiceNow system for solving issues, and therefore time and effort is saved. "Naturally, this also improves customer satisfaction," adds Niva-Aarnio.
ONEiO's WhatsApp-Like User Interface Makes Work Easy
Clear user interface, ease of resolving tickets, and the overall user friendliness are some of the features in ONEiO that the Sofigate experts appreciate. "The interface resembles a WhatsApp discussion. It's easy to get the hang of it," explains Rautsalmi.
"Because ONEiO is straightforward to use, it makes onboarding easy, too. Building integrations is sometimes considered difficult but this is not the case with ONEiO," adds Niva-Aarnio. "ONEiO relieves people from following multiple different systems, and this streamlines the work."
Sofigate Appreciates Smooth Cooperation with ONEiO
Sofigate has been happy with how the cooperation with ONEiO has gone over the years. "Everything has always worked well. When you don't have to get in touch with your contact person too often, I consider it a good sign because that means everything is working well", says Niva-Aarnio, smiling. "The support team at ONEiO replies to requests quickly and we've also found their trainings useful," adds Rautsalmi.
Minna-Liisa Niva-Aarnio concludes
With ONEiO, Sofigate has been able to build out-of-the box integrations. "Out of the three options we were considering before the purchase, ONEiO was the simplest to use. That's why we chose the product," says Niva-Aarnio. "In the future, we plan to start building more two-way integrations with SAP and Salesforce customers, too. I'm excited to see how that goes."