16 December 2016

Hendrix Genetics aims to increase food production by improving the breeding of turkey, pigs, chickens (including egg laying), and fish such as salmon and trout.

Based in Holland and founded in 2005, it has sites in more than 24 countries and employs around 2,800 people. UK locations include a poultry breeding company in Peterborough and a salmon farm in Alloa, Clackmannanshire.

With rapid expansion, the company decided to make some changes, as Marc Vanlier, IT manager, support desk, explains: “We have more users and devices to support than ever before, and the rise of mobile working means an even more complex IT landscape is on the horizon.

“Our goal is for employees to have access to the same level of support on any device, so that they can work just as productively in or outside of the office.

Vanlier says Hendrix’s previous service desk solution could not deliver on this aim and was facing end-of-life within a couple of years. This presented the opportunity to find an alternative.”

Hendrix is currently unifying its
global business with integrated enterprise resource planning (ERP) applications. It is working with two different partners for the deployment, and given the scale of the project, Vanlier says support issues are bound to come up. 

“The challenge is how to log these and ensure that they are passed on to the appropriate party for resolution. When it came to selecting a new service desk solution, it was important to find one that could help us manage this process better.”

As a result, the company chose to install LANDESK Service Desk and upgrade to the latest version of Management Suite, working with LANDESK partner, Nutshell-IT.

Lanlier says: “When a user raises a ticket with the service desk, we use the LANDESK solutions to automatically log the issue and, if appropriate, forward it to one of our two ERP deployment partners for actions. In this way, the LANDESK offering helps us collaborate better with third parties and minimise the impact of the ERP rollout on our users.”