When you are a major IT services provider operating across 16 countries, leaving any request to chance is simply not an option. For Econocom’s Product Care team—responsible for after-sales service and hardware warranties—having robust IT software is an absolute requirement for success.
Between the technical workshop and the customer entry point, one unified solution stood out to power their ITSM operations: GLPI.
Discover how Econocom relies on GLPI to streamline its Helpdesk, maintain its CMDB, and drive satisfaction for thousands of clients.
Key Figures of the Econocom Project
To understand the scale and power of their GLPI setup, here are the annual volumes handled by Econocom's Product Care team:
- 260,000 support tickets processed.
- 2,000,000 assets (hardware and equipment) managed.
- 6,500 clients supported daily.
- 650 platform users, managed by a dedicated team of 40 people (20 at the front desk, 20 in the workshop).
1. Centralize Requests and Eliminate Lost Emails
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.
Today, GLPI centralizes everything to ensure full end-to-end traceability in one place:
- Multiple entry points: Requests come in via phone, email, or dynamic web forms using the Form Creator plugin (now native in the latest version of GLPI).
- Accurate tracking: Every issue is logged and automatically routed to the right team (Level 1 technical support or workshop return).
- Automated workflows: Using task templates, resolution steps are triggered automatically—from ticket assignment to closure and automated customer confirmation messages.
"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."
— Léa, SDM Project Manager, Econocom
2. Upgrade to a newer version of GLPI: A Modern, Faster Interface
A key milestone for Econocom was upgrading to the latest version of GLPI. This transition significantly enhanced the daily workflow of their technicians.
Immediate benefits on the ground:
- Better ergonomics: A modernized user interface (UI) that simplifies ticket creation and management.
- Up-to-date tools: Plugins were updated and custom features were added to support specialized business needs.
- Faster resolution times: A cleaner, more intuitive tool enables technicians to process requests much faster.
3. Far Beyond Ticketing: A Complete Central Repository (CMDB)
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:
- Asset Management & Inventory: Real-time tracking of the entire lifecycle for 2 million covered assets.
- Contract Management: Strict compliance with SLA commitments made to their 6,500 clients.
- Continuous Improvement: End-to-end visibility—from ticket creation to incident resolution—to constantly refine service quality (Change Enablement).
"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."
— Laurent, Product Care Manager, Econocom
Conclusion: Scale Your Operations with GLPI
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.
📺 Watch the full video case study:
Ready to Upgrade Your ITSM and Helpdesk Management?
Whether you prefer a self-hosted On-Premise deployment or the simplicity of GLPI Network Cloud, find the right plan for your business needs.
👉 Access the Official GLPI Documentation: https://help.glpi-project.org/
