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Rinnai Australia Pty. Ltd.

EMPLOYEES
600

INDUSTRY TYPE
Manufacturing

PRODUCT USED

ServiceDesk Plus Desktop Central ADSelfService Plus

LOCATION
Australia

ManageEngine has conducted rigorous tests to gather the minute requirements of industries and has embedded these features to automate the onerous tasks that help organizations focus on providing the best service.

- Ritesh Verma,
ICT service delivery manager, Rinnai

Rinnai Australia Pty Ltd, one of the leading manufacturers of heating and cooling systems in Australia, is all about embracing innovation and making things simpler for its customers as well as its employees. They offer a wide range of products, such as freestanding impressors, hot water systems, portable heaters, flame fires, and outdoor heaters. The company also supplies heating, ventilation, and air-conditioning systems for industrial and commercial operations. Rinnai is comprised of 600 employees and has a dedicated IT team that manages the infrastructure and business applications that keep other business processes, including manufacturing, up and running.

Even when the pandemic struck and organizations worldwide struggled to sustain their businesses, Rinnai managed to find a one-stop solution for all its IT needs using ManageEngine.

ManageEngine provided automation and user self-service benefits to the organization which resulted in lowering the volume of service tickets handled by the IT team by 25%

- Ritesh Verma,
ICT service delivery manager, Rinnai

ManageEngine's IT solutions used by Rinnai group

Integrate your IT to make things easy for the customers

Tracking down managers to obtain approvals seemed to be a difficult task for the IT team until they started using ManageEngine ServiceDesk Plus. It has made their lives much easier with the digital approval processes that saved everyone loads of time and energy. Looking for a product to integrate its IT, Rinnai preferred ServiceDesk Plus over ServiceNow and ZenDesk. The major reasons ServiceDesk Plus won the competition is its full ITSM functionality, which includes the benefits of the ITIL® practices, and its cost-effectiveness. Tracking historic information and automating ticket assignments are also easy using ServiceDesk Plus.

Service catalog and Change management are a few of the features Rinnai loves about ServiceDesk Plus. Using ServiceDesk Plus has proven to be quite beneficial for the company as the users can check their ticket status anytime and access database solutions for self-help. In addition, ServiceDesk Plus enables employees to request access and services with minimal clicks when following approval workflows. "Capturing all the critical information in detailed templates while raising a change in the Change Portal" is a favorite benefit cited by the Rinnai IT team.

ManageEngine's ServiceDesk Plus fits our purpose.

- Ritesh Verma,
ICT service delivery manager, Rinnai

Safeguard your passwords

With their IT staff being available only during the day, Rinnai started it's search for a product that would help them manage their passwords without using IT Support 24x7. ADSelfService proved to be the right product. The Rinnai staff love that they can unlock and reset their account passwords at any point during the day and can easily change their passwords anytime, including after receiving a friendly reminder.

How ManageEngine helped Rinnai secure its endpoints during the pandemic

When the pandemic hit and remote work scenarios were initiated, Rinnai found it challenging to manage patching and deploy software like Softphone, and its VPN. ManageEngine's Desktop Central is very helpful for helping Rinnai effectively manage its endpoints and has saved a lot of time and effort for their service desk team. By publishing software packages in the software center, users can install these themselves once they are connected from home. Given its simplicity and ease of use, the monthly patching was done religiously, which kept the vulnerability scale at "green", the safest level. Smooth patching, contactless remote access, software deployment, and re-imaging PCs are a few of the functions used by the Rinnai team.

Desktop Central has helped us achieve high customer satisfaction and fast resolution time with its remote access and MDM functionality.

- Ritesh Verma,
ICT service delivery manager, Rinnai

ManageEngine Products Brief

ServiceDesk Plus

ServiceDesk Plus is ITIL-ready help desk software with integrated asset and project management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations across 185 countries trust ServiceDesk Plus to optimize IT service desk performance and achieve high end-user satisfaction.

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ADSelfService Plus

ADSelfService Plus is an integrated Active Directory (AD) self-service password management and SSO solution. It offers password self-service, password expiration reminders, a self-service directory updater, a multi-platform password synchronizer, and SSO for cloud applications. ADSelfService Plus supports IT help desks by reducing password reset tickets and spares end users the frustration caused by downtime.

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Desktop Central

Desktop Central is a unified endpoint security and management solution that helps manage servers, desktops, and mobile devices all from a single console. It automates desktop management functions such as installing patches, distributing software, IT asset tracking, security management, and remote control. It empowers organizations to cut their IT infrastructure costs, achieve operational efficiency, improve productivity, and combat network vulnerabilities.

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