Why companies choose the Gartner Challenger (Cherwell) for their business customers?

Our upcoming remote event ‘The power of Cherwell ITSM No-Code platform’ is happening on September 16th. For that occasion, in this interview with Mario Marjanovic, Technical Manager, and Radmila Georgievska Dimoska, Senior Developer at Seavus Managed Services Division, we talked about the perks of implementing Cherwell’s ITSM, and all of the benefits that a No-code platform can bring to your organization, starting from faster delivery, sufficient dev skills that you don’t need, innovative solutions, and elimination of complexity.

What can attendees expect from the upcoming remote event on Cherwell’s products on September 16th?

Radmila: As one of the speakers at the seminar, my goal is to present the key values of Cherwell based on real case scenarios from customer experiences. With a focus on the technical aspects in terms of how easy it is to administrate it, I’ll show some examples and demos on simple scenarios and will point out the main benefits of choosing Cherwell over other systems when there are some specific demands. I’m looking forward to any questions from the audience and hoping to have some interesting discussions.

Mario: Our event will focus on the main advantages of Cherwell ITSM compared to other platforms. The main headache of all managers is to deliver custom business requirements aligned with internal processes with minimal efforts. With all that, there is a need to have in place a powerful platform that can satisfy all business needs and provide employees and end users superb apps for service management and delivering everyday tasks. In other solutions, you need to do heavy customizations using dev skilled engineers from different areas. The process is slow, and needing extra skills brings additional costs. We want to show how you can setup everything using Cherwell’s unique No-code attitude. It is a true end-to-end No-Code platform. You will not have to be dependent on highly skilled programmers at all!

We will have a Cherwell representative to present the possibilities of the product. Moreover, my colleague Radmila will present our experiences with delivering customizations without touching the Cherwell code.

“In addition, I’d also include satisfied employees and a better user experience as benefits. The application is user-friendly, with a modern design, thus enabling it to be used via multi-channels. This allows end-users or service desk agents to easily track all incoming requests, incidents, changes, issues, etc. Not to mention that it lowers the total costs of handling all IT processes and has a fairly easy implementation and upgrade.”

Mario, could you tell us a bit more about the benefits of implementing Cherwell’s ITSM?

Mario: With its breakthrough in the last couple of years, Cherwell has become one of the top vendors in the ITSM world. As an enterprise-wide ITSM solution, Cherwell is one of the most revolutionary of its kind on the market. Among the many business values and benefits that it brings to the table are its productivity increase, automation, reduced time to build custom workflows, and the speedy resolution of tickets in terms of saving employees’ time within a service desk. Guaranteeing superior delivery and faster performance come as a result of Cherwell’s integrated reports and analytics that allow KPI tracking and best control. On the top of all that, Cherwell is a pioneer in introducing the No-Code philosophy. We could see low-code approaches in the past from different vendors, but this is a revolutionary one.

In addition, I’d also include satisfied employees and a better user experience as benefits. The application is user-friendly, with a modern design, thus enabling it to be used via multi-channels. This allows end-users or service desk agents to easily track all incoming requests, incidents, changes, issues, etc. Not to mention that it lowers the total costs of handling all IT processes and has a fairly easy implementation and upgrade. The CSM (Cherwell Service Management) can be implemented much faster than other ITSM solutions. In a nutshell, it increases productivity, it’s cost-effective, saves time and resources, and it’s highly customizable.

Radmila, you’ve been part of Seavus for 13 years now. Tell us about the experience you’ve had working with Cherwell products. What are the advantages?

Radmila: In order to support a Swiss client from the Telco industry, we’ve been implementing Cherwell’s products for the past three years. Cherwell is very easy to use but also, from a developer’s point of view, very easy to configure and to administrate. It is based on Microsoft technologies with which my team and I are very well acquainted with. We’ve been working with Microsoft technologies for quite some time, which in turn has helped us dig deeper into Cherwell, thus complementing it with additional tools, scripts or anything needed to make more complex scenarios work. Cherwell is not limited as an ITSM solution. It integrates very well with other systems, thus enabling it to be used as an orchestration system or as a means to communicate with other systems.

The easy-to-configure self-service portal is an aspect that our customers find very useful since a new portal can be integrated as easy as the default one. Consequently, Cherwell is used as a middle system in order for customers to communicate with back-end systems which are very secured by nature and entail many protections and restrictions. From a technical perspective, it’s very tech-friendly and we at Seavus feel very comfortable using it. Its ease of administration allows very complex and advanced setups to be completed, which, in the end, always work. There are; however, sporadic challenges since Cherwell, as any other platform, has its limitations, but most of the time we manage to find a workaround and successfully implement the initial requested requirements.

With that being said, what is the business value of Cherwell and who can benefit from it? Why choose Cherwell in fact?

Mario: Cherwell can be used for both enterprise-wide companies and middle and smaller businesses because it can easily handle all IT processes. Custom workflows can be built, hence, supporting any business department with the same services, especially if we are talking about HR, Sales, Marketing, Legal or Finance. If we are talking about the digital transformation of the internal business processes, it comes in very handy since it’s a very comfortable and well-built solution. Cherwell developed a great license model where only service desk agents are licensed. Comparing to other concurrent vendors, Cherwell is cheaper by 30-40%, which is yet another advantage.

Radmila: I completely agree with Mario, and would also like to add two more things: Cherwell offers an out-of-the-box solution so any business (big or small) that wants to cover its internal processes can do so by using the out-of-the-box version of Cherwell. Of course, if additional customization for more complex processes is needed, customization on top of the out-of-the-box version is feasible. It’s also possible to start implementing everything from scratch according to the necessary requirements.

The other key point is the licensing. Cherwell has a very flexible and simple concurrent licensing. Clients are charged by the number of licenses, where they are able to start with just a few and add additional ones when needed. The implementation time, depending on the requirements, could take just a few weeks, taking into consideration the number of people that have to be trained. On top of that, its administration is effortless: people working within the organization can manage and handle simple customizations so companies don’t have to consult with Cherwell partners for simple changes.

Radmila, since you’ve already had some hands-on experience, could you elaborate on how Seavus can help and what it offers in terms of the ITSM implementation?

Radmila: Yes. At Seavus we cover implementation, configuration, consultancy, maintenance, but also hosting solutions. As Managed Services Partners, we offer, sell and resell licenses, and include the implementation and support for existing Cherwell implementations. Our future clients won’t have to look for different things in different vendors – they can find everything in Seavus as their one-stop-shop and a single point of contact. We have a long history and a successful portfolio in managed services, so we expect Cherwell to be another success story.

Considering that the COVID-19 epidemic has shifted and disrupted working methods, how have you adapted your services through the remotization model?

Mario: Yes, this situation changed the whole world a lot and IT companies were affected as well. Seavus proved, one more time, its flexibility and readiness to transform the way we serve our customers. We worked a lot on-site before this COVID-19 crisis. Considering all of new circumstances, we found an efficient model to deliver all dev projects, operations, and support with our remote services in order to cover 100% of the customer’s needs. Our engineers were very professional in a “new way of working” situation where it was not easy to cater to both business and private obligations from the home-office environment. Our Cherwell team lead by Radmila was brilliant not only in delivering services to our customers. We also were able to attend the online Cherwell official courses and expanded our expert base with 11 new Cherwell certificates.

Radmila: It was a sudden change, but we as a company were already prepared to some point as we already had the benefit of practicing remote work when needed, and we had many distributed teams which functioned perfectly even when they weren’t in the same office. As Mario already pointed out, the customer satisfaction remained at the same high level as previously, which proved that we can fully deliver our services even in such special circumstances. The ability to quickly adapt and continue without any disrupts in the work is what makes the biggest impact in being successful even in such situations like the current one.

If you are interested in the topic, read more about the remote event that Seavus is organizing on September 16th.