Real-World Case Studies and Customer Success Stories with USU Knowledge Management Platform

USU IT Service Management helped BayernLB digitize and automate all IT service processes. The bank needed to meet strict banking... regulations and improve operational efficiency. USU's SaaS platform enabled secure, compliant cloud operations and unified multiple systems. Standardized workflows now ensure audit-ready documentation across departments. BayernLB is the only German bank to fully outsource ITSM in line with Bafin requirements.
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USU IT Asset Management helped Akbank automate software license tracking for over 8,500 servers. Before, Akbank used manual tools like... Excel, which made audits and budget planning hard. With USU, Akbank now gets fast, accurate reports and full visibility on license use. The solution reduced audit risks and made compliance checks easy. Akbank can now plan software purchases based on real needs and integrate with other bank systems.
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USU IT Asset Management helped Akbank automate software license discovery across 8,500 servers. The bank replaced manual tracking with automated,... real-time license reporting. Akbank now runs budget control and compliance reports in just a few clicks. The solution improved audit readiness and eliminated unexpected compliance costs. Integration with other bank applications is now easy and seamless.
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USU CSKM helped BoursoBank improve customer service by centralizing knowledge. Advisors now resolve more requests on the first call and... rely less on experts. The bank saw a 20-point NPS increase, a 7% rise in immediate satisfaction, and a 13% drop in processing time. Over 1,000 employees use the knowledge base daily. AI agents automate content updates and notifications, keeping information current and useful.
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USU IT Asset Management helped Akbank automate software license discovery across 8,500 servers. Before, Akbank used manual tools and struggled... with complex license metrics. The new solution gave full visibility into license usage and reporting. Akbank now runs regular budget control and compliance reports in a few clicks. The IT team can also integrate other applications easily. Audit risks and compliance surprises are no longer a concern.
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USU IT Asset Management helped Akbank, one of Turkey’s largest banks, automate software license discovery across 8,500 servers. Before USU, Akbank... struggled with manual tracking and lacked visibility into license usage. The solution enabled full software inventory, detailed reporting, and real-time license tracking. Akbank now operates regular budget control and compliance reports with ease. The bank eliminated audit risks and improved integration with other applications.
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USU Customer Service Knowledge Management helps Volkswagen deliver fast, multilingual roadside assistance in over 150 markets and 25 languages. Volkswagen replaced scattered... knowledge and rigid processes with an AI-powered platform using 3,000+ decision trees. The system integrates with Salesforce for instant, accurate support, adapting to local regulations and languages. Agents resolve issues faster and more confidently, while drivers feel supported worldwide. The solution evolves with changing needs, strengthening customer trust and loyalty.
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USU IT Financial Management helped Bosch transform its IT cost management. Bosch needed better transparency and control over 35,000 complex... IT services. USU replaced old tools with a modular platform for planning, cost calculation, and billing. Now, Bosch manages over 4,000 IT services and processes 3.5 million billing records monthly. The solution improved decision-making and supported Bosch’s shift to a service-oriented business.
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USU Customer Service Knowledge Management helps Volkswagen deliver fast, multilingual roadside support worldwide. The AI-powered platform uses over 3,000 decision... trees to guide agents through complex breakdowns. Real-time Salesforce integration and translation into 25+ languages ensure drivers get accurate help anywhere. Service agents resolve issues faster and more consistently. The system adapts to new needs, building trust between drivers and the Volkswagen brand.
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USU helped Bosch manage over 4,000 IT services on one platform. Bosch needed better transparency and control over IT costs.... USU replaced old systems and enabled monthly billing for 3.5 million records. The solution improved planning, cost control, and decision-making. Bosch now has a clear, structured IT service portfolio and better global IT financial management.
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USU IT Financial Management helped Robert Bosch GmbH restructure IT services and gain transparent cost control. Bosch needed to transform... IT into a service-oriented organization with full transparency and control over services and finances. They replaced outdated legacy systems and introduced standardized planning, calculation, and billing. The solution now manages systems in 74 countries and processes millions of records monthly. Bosch achieved efficient IT financial management and improved service management.
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USU helped Bosch restructure over 4,000 IT services on a single platform. Bosch needed better transparency and control over IT... costs and services. USU replaced legacy systems and enabled detailed planning, cost calculation, and billing. The solution generates 3.5 million billing records monthly from 100+ sources. Bosch now has improved global IT controlling and streamlined operations.
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USU Service Management helped gkv informatik automate IT service management for German health insurance funds. The company replaced manual processes... with digital workflows, reducing errors and saving time. Over 60,000 provisioning requests were fully automated. AI-assisted ticket routing sped up the handling of 300,000 annual tickets. gkv informatik improved productivity and maintained high service quality for 41,000 users and 17 million insured clients.
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USU IT Financial Management helped gkv informatik modernize its IT budgeting. Before, planning was slow and manual, with data from... many sources. Now, budgets are managed in real time with one platform. SAP closing went from days to just 15 minutes. gkv informatik can now make faster, data-driven decisions and is ready for predictive planning.
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USU IT Monitoring helps Dataport manage a complex hybrid IT infrastructure for public administration. Dataport uses USU to monitor over... 800 specialized procedures and 8,000 virtual servers. The solution integrates 20 monitoring tools and automates event handling. Dataport reduced ticket volume by 30% and improved service quality. The system ensures high availability and transparency for critical public sector services.
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USU’s IT Financial Management helped gkv informatik modernize its IT budgeting. The company managed a nine-figure budget and served 20,000... employees. Before USU, planning was slow and error-prone due to manual processes and outdated SAP tools. With USU, budgeting became fast, transparent, and flexible. SAP closing now takes just 15 minutes. Real-time data and automated calculations enable smarter, data-driven decisions and pave the way for predictive planning.
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USU IT Monitoring helped Dataport automate IT processes for public authorities. Dataport used USU to monitor 800 specialist procedures and... integrate 20 monitoring tools. The solution enabled a 30% reduction in ticket volume through intelligent event processing and alarm management. Dataport achieved high service availability and improved SLA compliance. The system supports complex hybrid infrastructures, including cloud and mainframe platforms.
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USU IT Service Management helped BITBW modernize IT services for the public sector in Baden-Württemberg. BITBW replaced fragmented legacy systems... with a centralized ITSM platform. The solution standardized processes, improved data quality, and automated service requests. A self-service portal made IT support easier for thousands of users. BITBW now manages IT assets and services more efficiently, with better transparency and reduced complexity.
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USU Knowledge Management helped Stadtreinigung Hamburg (SRH) handle over 25,000 calls and 7,500 written inquiries each month. SRH replaced its... outdated Lotus Notes system with a centralized knowledge platform. The new solution improved search speed, content structure, and agent collaboration. Agents now respond faster and deliver more consistent answers. SRH achieved a 1.46 satisfaction score in a recent survey, showing clear service improvement.
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USU IT Service Management helped IT Baden-Württemberg (BITBW) standardize IT services across the state. BITBW replaced fragmented legacy systems with... a unified ITSM platform. The solution included a central service portal, automation, and ITIL-based processes. BITBW improved transparency and reduced complexity for over 400 employees. The new system supports secure, efficient IT for public administration in Baden-Württemberg.
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USU IT Service Management and IT Asset Management helped BITBW centralize, standardize, and automate IT services for the Baden-Württemberg state administration. BITBW faced fragmented... legacy systems and lacked integration, making it hard to scale services and enforce best practices. USU provided a unified ITSM tool based on ITIL, enabling efficient, consistent service delivery. The solution supports a central IT service portal, workplace computers, and remote connections.
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USU's knowledge management solution helped HASOMED reduce support calls for its Elefant software. Psychotherapists now get instant answers from a... central knowledge base, right inside their workflow. The self-service widget lets users access FAQs and guides without leaving their software. HASOMED's support team and clients use the same up-to-date information. This shift led to fewer calls, faster onboarding, and fewer errors for both staff and users.
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USU Knowledge Management helped ResMed improve support team efficiency. ResMed migrated 514 Salesforce articles to USU, enabling a 3x increase... in weekly editorial output. Agents now find information 30% faster, boosting first-contact resolution. Editorial privileges expanded from 2 to nearly 20 people. Automated workflows shortened content review cycles and improved team satisfaction.
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USU Knowledge Management helped HASOMED support psychotherapists across Germany. Quarterly software updates used to cause a spike in support calls.... HASOMED embedded a self-service widget in their Elefant software. Therapists and staff now access a central knowledge base for instant answers. Support calls dropped and onboarding improved. The solution scaled to all HASOMED products, making service proactive and efficient.
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USU's IT monitoring solution helped NetCologne oversee more than 600 servers and 12,000 network elements. NetCologne needed a central, scalable... system to manage a complex IT landscape and rising service demands. USU delivered a modular platform with real-time dashboards, SLA monitoring, and automated alerts. The solution improved transparency, sped up fault diagnosis, and reduced downtime. NetCologne now provides better service quality and faster response times for its customers.
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USU IT Monitoring helped NetCologne supervise over 600 servers and 12,000 network elements. The company needed a central platform for... IT and service monitoring to improve transparency and speed. USU provided a modular solution with dashboards, SLA visualization, and automated alerts. NetCologne now reacts faster to issues and delivers higher service quality. Automated processes and real-time dashboards support better uptime and customer satisfaction.
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USU IT Monitoring helped NetCologne oversee 600 servers and 12,000 network elements. The solution gave NetCologne a single dashboard for... all IT and business services. Teams now spot problems faster and fix them quickly. Automated alerts and SLA monitoring improved service quality. NetCologne reduced downtime and increased productivity for its customers.
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USU helped METRO AG gain full visibility of IT assets across 30+ countries. The company replaced manual, fragmented data collection... with a centralized IT asset management solution. METRO AG now generates automated compliance reports and detects unused licenses for redeployment. This led to lower software costs and improved IT security. Teams worldwide access real-time data to manage risk and optimize resources.
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USU helped METRO AG gain full IT visibility across 30+ countries. METRO replaced manual, fragmented data collection with a centralized... IT asset management solution. Over 60 custom reports now deliver instant insights into inventory and software usage. The system detects unused licenses, reducing costs and audit risk. METRO improved IT security by identifying outdated systems and enriching asset data with vulnerability info.
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Colony Brands used USU Knowledge Management to improve agent support. Before, agents struggled with slow search and outdated documents. USU's... platform brought fast, typo-tolerant search and easy feedback tools. The number of support documents dropped by 59%. Agents now solve calls faster and feel more confident. Management sees fewer escalations and more consistent answers.
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USU IT Monitoring helps Stadtwerke München manage 55,000 IT incidents each year. The platform gives a 360-degree view of all... physical, virtual, and cloud systems. It automates event management and alerting, replacing manual processes. The solution integrates existing tools and centralizes monitoring for critical infrastructure. This ensures reliable city services and reduces downtime, with real-time dashboards and automated workflows.
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USU Knowledge Management helped Stadtreinigung Hamburg (SRH) handle over 25,000 calls and 7,500 written requests each month. SRH replaced a... slow, fragmented Lotus Notes system with a modern, centralized knowledge platform. The new solution improved search speed, content clarity, and team collaboration. Agents now access information faster and provide better service to over a million residents. Customer satisfaction rose, with SRH earning a top score of 1.46 in a recent survey.
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USU IT Monitoring helps Stadtwerke München manage 55,000 IT incidents each year. The platform gives a 360-degree view of all... physical, virtual, and cloud systems. It automates event management, alerting, and on-call duty planning. Old tools were replaced and all event sources were integrated. The result is faster response times, fewer outages, and lower support costs. Stadtwerke München now ensures reliable city services around the clock.
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USU Service Management helped gkv informatik automate IT procurement and ticket routing. The platform processed over 60,000 procurement requests automatically.... AI-powered ticket routing improved the handling of 300,000 tickets per year. Manual work and errors dropped sharply. gkv informatik now supports 41,000 users and 17 million insured people with greater efficiency.
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USU Software Asset Management helped Axel Springer SE cut SaaS costs by automating software metering. The company eliminated unused Adobe... and Microsoft licenses, saving a six-figure sum within months. Automated license management replaced manual processes, improving efficiency in IT and finance. Integration with Active Directory, Intune, SAP, and ITSM enabled full automation and compliance. Internal trust in the SAM process grew, supporting further license optimization.
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USU IT Service Management helped Bayerische Landesbank (BayernLB) optimize service processes and meet strict banking regulations. The bank needed a... holistic ITSM solution to improve efficiency and comply with MaRisk, BAIT, ISO 27001, and Bafin requirements. USU delivered a cloud-based SaaS platform for secure, efficient operations. BayernLB now manages regulated IT services in the cloud and ensures compliance with industry standards.
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USU helped EWERK Group manage cloud operations and optimize IT costs. EWERK Group used USU solutions to improve IT efficiency... and manage IT risks. The company also worked to optimize customer service and improve employee experience. USU's tools supported EWERK Group in utilizing AI for better IT and customer service management. The case highlights digital transformation and automation in IT service management.
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PT Bank Tabungan Negara (BTN) has launched 9,800 co-branded student ID cards with Universitas Sumatera Utara (USU), integrating student identification with BTN's banking services. This collaboration aims... to enhance transactional ecosystems within universities, providing students with digital banking access via BTN's superapps. The initiative is part of BTN's strategy to expand its role in educational ecosystems and strengthen long-term relationships with students.
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Volkswagen AG has partnered with USU to enhance its roadside support system using an AI-powered knowledge management platform. This solution integrates... with Salesforce, providing real-time, multilingual assistance across 150 markets. It features over 3,000 decision trees to guide service agents, ensuring consistent, localized support. The system adapts to evolving customer needs and regulations, reinforcing Volkswagen's commitment to customer care and trust.
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Bosch implemented USU's IT Financial Management solution to enhance transparency and control over its IT services and financial flows. This transformation involved... replacing legacy systems with USU's modular IT Service Management, enabling Bosch to manage over 4,000 IT services and generate 3.5 million billing records monthly. The project improved global IT controlling and supported Bosch's shift to a service-oriented organization.
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Colony Brands enhanced its customer support by implementing USU's Knowledge Center, which improved search functionality and reduced support documents by 59%. This transformation led... to faster response times, better content management, and increased agent satisfaction, ultimately improving customer service efficiency.
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USU has secured an international management consultancy as a new customer for its Software Asset Management (SAM) solution. The consultancy will... use USU's SAM for Client & Data Center and SAM for SaaS modules to enhance license management, ensure compliance, and optimize software and SaaS expenditures. This deployment aims to provide full IT asset visibility, audit readiness, and resource savings through automation.
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