cora, the new piece of the IT service puzzle at NEW

NEW - a municipal service provider with strong ties to the Lower Rhine region - is committed to becoming a digital pioneer in the industry.

NEW operates primarily in the Mönchengladbach region on the Lower Rhine. Around 2,200 employees work for the company at a total of 30 locations.

As part of the digital transformation, almost all processes have been freed from paper in recent years and the number of printers has been drastically reduced. Smartphones are now part of the permanent work equipment for all 2,200 employees. With standardized workstations and digital and automated processes, employees are able to work from anywhere at any time, regardless of postal and signature processes, and are "smartly organized". With the introduction of the first company-wide AI solution - Copilot M365 - NEW is now taking the next step in the new world of work.

cora: a new piece of the puzzle in the IT service spectrum

This innovative working environment includes an IT service that responds to the changing needs of internal customers. This includes IT accessories that are available quickly and easily without lengthy workflows and waiting times - 365 days a year. cora is this piece of the puzzle and complements the IT service spectrum! Onboarding processes are simplified, especially for new colleagues. By using cora, in-house IT resources can be spared and used for other topics. The cora concept therefore fits in perfectly with the company's digital orientation.

Initial situation before the introduction

NEW's IT organization faced a number of challenges in terms of hardware output and operational processes:

• Manual hardware distribution to 30 locations - a laborious and time-consuming process.
• Staff optimization - more time for administrative IT tasks.
• Increasing demand for fast availability of IT peripherals for employees.
• No more need for personal handover of devices, as the Microsoft Intune staging established at NEW had already automated a large part of the setup processes.

In its search for an efficient solution, NEW came across the smart IT vending machines cora.
After a business case analysis, the decision was made to install the first cora IT vending machine at the main site in Mönchengladbach.

Implementation

A CI-compliant design was created and the machine was given a descriptive name in order to integrate the machine perfectly into the NEW working environment. And so the vending machine went into operation as the "IT Service Point".

With cora, an automated hardware self-service was introduced that:

• massively speeds up the dispensing of mice, keyboards, headsets, chargers and smartphone accessories.
• Around 150 withdrawals per month - clear proof of employee acceptance.
• is fully integrated into the ITSM system (Service Desk System), which means that all transactions are recorded in a traceable and audit-proof manner.
• The IT operations team's workload has been significantly reduced, allowing them to concentrate more on more complex and strategic tasks.

Achievements

The introduction of cora has sustainably optimized the IT processes at NEW AG:

• High user acceptance: employees use the vending machine regularly as it enables quick and easy access to IT articles.
• Increased efficiency: No more waiting times or manual hardware issues.
• Availability: With its "24/7 - around the clock availability", the vending machine provides a constant supply of IT items.
• High quality: NEW particularly emphasizes the mechanical quality of cora and the excellent user experience.
• Exceeding expectations: cora met all the agreed requirements - and also delivered new features.

NEW employees are also consistently satisfied and accepted cora from the outset: The intuitive handling and high speed of withdrawals are particularly appreciated as key benefits.

Conclusion: cora has proven to be an efficient, reliable and future-proof solution that sustainably optimizes IT operations at NEW AG.

Outlook

Based on the positive experience, NEW AG is already planning to put further cora IT terminals into operation for additional NEW locations. To ensure a seamless and efficient implementation, these extensions will be realized in close cooperation with cora Customer Success Management.