Over the years, we have frequently been asked whether we could also provide case management systems. The work began a few years ago when a former employee was tasked with researching the market to identify a case management system, Cherwell, on behalf of a customer.
The system needed to meet the following criteria:
- A powerful tool capable of handling large volumes
- High adaptability and flexibility
- Seamless integration with surrounding systems and data sources
- Low threshold for the customer to manage and customize the system independently
- Available as a cloud service but also capable of running locally
- Simple licensing model and reasonable pricing
After a thorough market evaluation, Cherwell was chosen, marking the beginning of our collaboration with Synerity, a company specializing in case management and Cherwell. In this partnership, Compose IT provides detailed expertise in IT operations, while Synerity offers process and tool support outside the IT domain, manages the partnership with the software manufacturer, and provides software support.
Cherwell Service Management is an excellent fit for Service Providers as it offers outstanding support for managing multiple customers and a very high degree of flexibility in terms of customizations and integrations. The tool is highly:
- Future-proof – available as both a SaaS service and for local deployment
- Predictable – all modules are included from the start
- Cost-effective – attractive licensing model
The combination of Cherwell’s features and capabilities with the integration possibilities offered by a new Fault Management platform like Watson AIOps creates a robust foundation to ensure high-quality and efficient operations.
