CPI Takes a Critical Role in Supporting Users of the ELTRAK Group

Thursday, June 12: CPI has taken on the provision of first-level telephone support for the users of the ELTRAK Group, playing a critical role in managing and resolving IT requests, aiming for prompt and efficient service.

The support is provided by a trained and certified team of CPI agents, either through telephone guidance, remote access to users’ workstations, or in collaboration with ELTRAK’s Level 2 IT department.

Request management is handled through ELTRAK’s ticketing platform, ensuring immediate response, optimizing internal communication, and providing real-time updates to users and ELTRAK’s IT department.

After a period of service operation, a significant relief of the Level 2 IT department workload has been observed, allowing the team to focus on more critical and complex IT projects as well as on the company’s development and organization. Meanwhile, end-user requests are addressed rapidly, resulting in increased productivity and substantial reduction of information systems downtime.

This collaboration demonstrates ELTRAK’s commitment to technological advancement and improved user experience through targeted and high-quality partnerships.

Specifically, Mr. Spyros Psomadelis, CIO of ELTRAK, stated: “Our cooperation with the CPI team has been instrumental in alleviating the workload of our internal team, which now focuses exclusively on Level 2 issues and critical IT projects. We have seen a significant improvement in IT project implementation times and a more effective approach to key issues such as SOC & SecOps ticket response and investigation. CPI’s professional approach from the start allowed us to quickly transfer knowledge. Combined with an enhanced Knowledge Base and excellent collaboration, the CPI team now operates as an extension of our own. Feedback from end users is extremely positive, confirming that this partnership was the right choice.”