Citex Holding GmbH from Melle near Osnabrück bundles the competencies and know-how gained over decades from research and entrepreneurship. The holding company includes iNOEX GmbH and iBA GmbH. While iNOEX GmbH is the world market leader in the automation of extrusion lines, CiTEX Holding GmbH also stands out as an innovation driver in the region through its promotion of technological start-up companies. We conducted the interview with Andreas Howering and Pietro Mattana.
Why Citex Holding was looking for a new solution
Originally, Andreas and Pietro managed the group’s IT without RMM. The antivirus solution used was to be replaced and expanded with management functions.
Increasing remote work did its part. In addition, they were looking for a strong solution to efficiently manage the different locations in the USA, Germany and China. For the antivirus, Bitdefender was chosen. In addition to Bitdefender’s core product, the Citex Group now also uses the Advanced Threat Detection and Endpoint Detection and Response add-on modules for critical devices. For patch management, several systems were intensively compared, and in the end it became Ninja.
Andreas: With other solutions, we had to configure a lot to get the systems up and running at the beginning. You install Ninja and immediately have a benefit!
Pietro: We have a small team. We can’t put so much energy into configuring and maintaining software. It has to be done on the side!
Andreas: The patching is now automatic. We rarely have to follow up and if something goes wrong somewhere, we are informed.
Pietro: In the end, NinjaOne seemed to us to be the most competent company. The product is regularly and actively developed and the fast German-speaking support has also convinced us.
How NinjaOne’s Ticketing Improves Employee Engagement
Another important goal was to find a holistic software and avoid multiple point solutions. With this in mind, NinjaOne stood out positively with its fully integrated ticketing.
Andreas: NinjaOne’s ticketing was very well received by our colleagues. Before, we had pure email and phone support. Sometimes it happened that inquiries came to nothing. With Ninjas Ticketing, both we and our users always have the entire exchange in one overview.
Pietro: For me, it’s extremely helpful that I can troubleshoot directly from a ticket. All important device information is directly accessible and clearly displayed. Personally, I also find the built-in CMD and Powershell console super practical. The ability to assist users directly with the remote control console is also extremely helpful.
Andreas: Ninja’s ticketing has brought us a significant improvement in communication with our end users. It doesn’t matter whether they are in the office or remotely or possibly in another country. End-user sharing is also very popular with our IT-savvy power users. This allows them to log in themselves at any time and see all their tickets in an overview. Overall, ticketing has turned out to be an effective tool for strengthening employee retention.
Since its launch in May 2022, the Citex group of companies has reduced its time-to-resolution by 50% with the combination of RMM and ticketing with NinjaOne.
Since its implementation, NinjaOne has become an integral part of the IT management of the Citex Group, which Andreas and Pietro no longer want to do without.
Andreas: NinjaOne gives us a sense of security. When we have a new device, the first step is always to install Ninja. It is the most important thing that we put on the „boxes“.
