Epicor Software Case Study: Joint Service International

Joint Service International (JSI) is the European licencee of O'Neill, a sports fashion company renowned for its surfing, winter sports and casual clothing. From its European headquarters in Warmond, JSI manages the design, production, marketing and sales of all the collections for 34 different countries. In addition, the company was faced with drastic changes in the modes of incident communication due to an increasing number of users reporting problems to the service desk via e-mail. JSI wanted to integrate Microsoft Outlook into the incident registration system. The integration with Outlook, e-mail facilities and extensive reporting features offered in Epicor ITSM proved instrumental in their decision to stay with the Epicor solution. Since the implementation of Epicor ITSM, the IT department has been able to register all incidents and calls.