{"id":441953,"date":"2026-07-29T14:16:39","date_gmt":"2026-07-29T12:16:39","guid":{"rendered":"https:\/\/www.glpi-project.org\/?p=441953"},"modified":"2026-07-29T14:16:39","modified_gmt":"2026-07-29T12:16:39","slug":"econocom-case-study-how-to-manage-260000-tickets-and-2-million-assets-with-glpi","status":"publish","type":"post","link":"https:\/\/www.glpi-project.org\/br\/econocom-case-study-how-to-manage-260000-tickets-and-2-million-assets-with-glpi\/","title":{"rendered":"Econocom case study: How to Manage 260,000 Tickets and 2 Million Assets with GLPI"},"content":{"rendered":"<h2 class=\"wp-block-heading\">When you are a major IT services provider operating across 16 countries, leaving any request to chance is simply not an option. For Econocom\u2019s Product Care team\u2014responsible for after-sales service and hardware warranties\u2014having robust IT software is an absolute requirement for success.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Between the technical workshop and the customer entry point, one unified solution stood out to power their ITSM operations: GLPI.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Discover how Econocom relies on GLPI to streamline its Helpdesk, maintain its CMDB, and drive satisfaction for thousands of clients.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Key Figures of the Econocom Project<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To understand the scale and power of their GLPI setup, here are the annual volumes handled by Econocom's Product Care team:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>260,000 support tickets<\/strong> processed.<\/li>\n\n\n\n<li><strong>2,000,000 assets<\/strong> (hardware and equipment) managed.<\/li>\n\n\n\n<li><strong>6,500 clients<\/strong> supported daily.<\/li>\n\n\n\n<li><strong>650 platform users<\/strong>, managed by a dedicated team of 40 people (20 at the front desk, 20 in the workshop).<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>1. Centralize Requests and Eliminate Lost Emails<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Before structuring their workflows in GLPI, IT and support requests often arrived through scattered emails. The result: tracking cases and meeting service level agreements (SLAs) was increasingly difficult.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Today, GLPI centralizes everything to ensure full end-to-end traceability in one place:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"translation-block\"><strong>Multiple entry points:<\/strong> Requests come in via phone, email, or dynamic web forms using the <strong>Form Creator<\/strong> plugin (now native in the latest version of GLPI).<\/li>\n\n\n\n<li><strong>Accurate tracking:<\/strong> Every issue is logged and automatically routed to the right team (Level 1 technical support or workshop return).<\/li>\n\n\n\n<li class=\"translation-block\"><strong>Automated workflows:<\/strong> Using <strong>task templates<\/strong>, resolution steps are triggered automatically\u2014from ticket assignment to closure and automated customer confirmation messages.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\"GLPI allows us to avoid email back-and-forth and centralize everything in one place. It makes things much simpler. We can also extract comprehensive data to analyze our workload and continuously improve customer satisfaction.\"<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014 <strong>L\u00e9a<\/strong>, SDM Project Manager, Econocom<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>2. Upgrade to a newer version of GLPI: A Modern, Faster Interface<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A key milestone for Econocom was upgrading to the latest version of GLPI. This transition significantly enhanced the daily workflow of their technicians.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Immediate benefits on the ground:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Better ergonomics:<\/strong> A modernized user interface (UI) that simplifies ticket creation and management.<\/li>\n\n\n\n<li><strong>Up-to-date tools:<\/strong> Plugins were updated and custom features were added to support specialized business needs.<\/li>\n\n\n\n<li><strong>Faster resolution times:<\/strong> A cleaner, more intuitive tool enables technicians to process requests much faster.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>3. Far Beyond Ticketing: A Complete Central Repository (CMDB)<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">For Econocom, GLPI is far more than a simple ticketing tool. It serves as their central repository (CMDB) that structures their entire IT Service Management and ESM ecosystem:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Asset Management &amp; Inventory:<\/strong> Real-time tracking of the entire lifecycle for 2 million covered assets.<\/li>\n\n\n\n<li><strong>Contract Management:<\/strong> Strict compliance with SLA commitments made to their 6,500 clients.<\/li>\n\n\n\n<li><strong>Continuous Improvement:<\/strong> End-to-end visibility\u2014from ticket creation to incident resolution\u2014to constantly refine service quality (<strong>Change Enablement<\/strong>).<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\"GLPI is our core tool and our single source of truth for assets, contracts, procedures, and case tracking. It is a powerful solution that helps us elevate our services day after day.\"<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014 <strong>Laurent<\/strong>, Product Care Manager, Econocom<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusion: Scale Your Operations with GLPI<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">As the Econocom teams put it, GLPI is the ultimate \"common thread\" for ensuring flawless traceability and top-tier customer satisfaction. If our Open Source platform can power the IT infrastructure of an industry leader across 16 countries, it is ready to secure and streamline yours.<\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">\ud83d\udcfa <strong>Watch the full video case study:<\/strong><\/p>\n\n\n<figure class=\"wp-block-embed-youtube wp-block-embed is-type-video is-provider-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"lyte-wrapper\" style=\"width:1280px;max-width:100%;margin:5px;\"><div class=\"lyMe hidef\" id=\"WYL_kYKBIr6WCa0\"><div id=\"lyte_kYKBIr6WCa0\" data-src=\"https:\/\/www.glpi-project.org\/wp-content\/plugins\/wp-youtube-lyte\/lyteCache.php?origThumbUrl=%2F%2Fi.ytimg.com%2Fvi%2FkYKBIr6WCa0%2Fmaxresdefault.jpg\" class=\"pL\"><div class=\"tC\"><div class=\"tT\"><\/div><\/div><div class=\"play\"><\/div><div class=\"ctrl\"><div class=\"Lctrl\"><\/div><div class=\"Rctrl\"><\/div><\/div><\/div><noscript><a href=\"https:\/\/youtu.be\/kYKBIr6WCa0\" rel=\"nofollow noopener\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.glpi-project.org\/wp-content\/plugins\/wp-youtube-lyte\/lyteCache.php?origThumbUrl=https%3A%2F%2Fi.ytimg.com%2Fvi%2FkYKBIr6WCa0%2F0.jpg\" alt=\"YouTube video thumbnail\" width=\"1280\" height=\"700\" \/><br \/>Assista a este v\u00eddeo no YouTube<\/a><\/noscript><\/div><\/div><div class=\"lL\" style=\"max-width:100%;width:1280px;margin:5px;\"><\/div><figcaption><\/figcaption><\/figure>\n\n\n<h3 class=\"wp-block-heading\"><strong>Ready to Upgrade Your ITSM and Helpdesk Management?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Whether you prefer a self-hosted On-Premise deployment or the simplicity of GLPI Network Cloud, find the right plan for your business needs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">\ud83d\udc49 <strong>Access the Official GLPI Documentation: <\/strong><a href=\"https:\/\/help.glpi-project.org\/welcome\/fr\" target=\"_self\"><strong>https:\/\/help.glpi-project.org\/<\/strong><\/a><\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.glpi-project.org\/br\/pricing\/\">Explore GLPI Plans &amp; Pricing<\/a><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>When you are a major IT services provider operating across 16 countries, leaving any request to chance is simply not an option. For Econocom\u2019s Product Care team\u2014responsible for after-sales service and hardware warranties\u2014having robust IT software is an absolute requirement for success. Between the technical workshop and the customer entry point, one unified solution stood [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":441956,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[206],"tags":[],"class_list":["post-441953","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-testimonial"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/posts\/441953","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/comments?post=441953"}],"version-history":[{"count":4,"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/posts\/441953\/revisions"}],"predecessor-version":[{"id":441960,"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/posts\/441953\/revisions\/441960"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/media\/441956"}],"wp:attachment":[{"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/media?parent=441953"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/categories?post=441953"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.glpi-project.org\/br\/wp-json\/wp\/v2\/tags?post=441953"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}