Streamlining IT support operations, optimizing equipment deployment, and improving cross-office coordination to enhance overall IT service efficiency.
HRnova
Overview
HRnova, a leading German provider of intelligent HR technology, aimed to optimize IT operations by improving the efficiency of their IT support and freeing internal teams to focus on higher-priority initiatives. The organization required a reliable team capable of quickly adapting to its internal systems and handling IT support requests with speed and precision. Capaciteam was engaged to provide skilled personnel to manage the support operations, ensuring seamless user onboarding, IT equipment deployment, and troubleshooting across multiple offices.
Industries
HR Technology, Enterprise
Duration
15 months / ongoing
Team size
7 specialists
Tech stack
OneLogin, Slack, Microsoft 365, Zoom, JetBrains, Google Workspace
Challenge
HRnova sought to enhance IT service delivery by delegating IT support to an experienced team, allowing internal resources to focus on process improvement and infrastructure development. A key priority was ensuring rapid adaptation to internal systems, tools, and workflows while maintaining a high standard of service. The ability to efficiently deploy IT equipment, manage fleet inventory, and coordinate user onboarding was essential to maintaining operational continuity. Additionally, supporting audiovisual (AV) conferencing systems for internal and external events required quick learning and technical adaptability. Given HRnova’s multi-office structure, seamless collaboration across locations was crucial to ensuring consistent IT support.
Solution
Capaciteam assumed responsibility for the IT support, streamlining ticket resolution and IT service management. By integrating seamlessly with HRnova’s existing IT team, Capaciteam’s specialist quickly adapted to internal processes, ensuring a smooth transition of their responsibilities. The team facilitated the deployment and procurement of IT equipment, optimizing the onboarding experience for HRnova’s new employees. Training in AV conferencing systems enabled efficient troubleshooting and technical support during events. Strong collaboration across HRnova’s multiple offices improved communication and coordination, allowing for faster resolution of tasks and better resource allocation. Capaciteam’s focus on structured problem-solving and user-centric support strengthened the overall IT service framework of the client.
Key factors of success
Cross-office collaboration enabled smooth coordination and issue resolution.User-focused support approach improved service quality and response times.Comprehensive AV support enhanced conferencing and event management.Rapid adaptation to tools and workflows ensured a seamless transition.Delegation of T1 support allowed internal teams to focus on strategic IT improvements.Optimised IT equipment deployment improved efficiency and user experience.
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