How Delta Controls Streamlined Local Service Ticket Management with the OXARI Platform

Delta Controls is a global leader in building automation, supporting partners in over 70 countries. As the number of customers and partners in the Central and Eastern Europe region continued to grow, the company required a more efficient way to handle service tickets. The OXARI platform allowed them to streamline the process of receiving and monitoring cases, reduce response times, and improve collaboration within the technical team.

Challenges That Led to the Implementation of OXARI

Delta Controls operates in a B2B model, working with an extensive network of several hundred authorized partners worldwide. In the Central and Eastern Europe region—including Poland, Lithuania, Latvia, Estonia, Hungary, and Bulgaria—technical support had previously been handled through emails and other non-centralized communication channels. In parallel, a global ticketing system was in use, but it was not adapted to local needs.

This model created numerous difficulties, such as duplicated tickets, lack of transparent customer communication history, and limited access to previous context. Technical knowledge was scattered—there was no central repository to store recurring solutions or proven action scenarios. Teamwork on a single ticket was also challenging due to the lack of a shared space for real-time comments, status tracking, and collaboration.

A major pain point in daily operations was the lack of automation. Tickets were handled manually, without response templates or assignment rules, creating unnecessary operational load. There was also no unified technical knowledge base to support the team and shorten response times. Existing tools did not allow for integration with internal company systems, and the absence of advanced reporting made it difficult to draw conclusions and further improve the support process.

The main driver behind the search for a new solution was the need to regain local control over the process and tailor it to specific technical requirements. The team sought a system that would streamline communication with partners and clients, reduce response times through automation and better user identification, while also enabling integration with internal systems and centralizing technical knowledge.

What Did Implementing OXARI Deliver?

OXARI introduced structure and greater transparency to technical ticket management in the region. Each ticket now receives an assigned status, a unique identifier, and a clear communication structure, making it easier to track progress and divide responsibilities within the team. Clients—who still submit requests via email—receive automatic confirmations and status updates in a consistent, readable format. This translates into greater order and improved predictability throughout the entire process.

A significant improvement has also been the use of response templates. The team uses, among others, a ready-made template for collecting system logs. With just one click, users receive precise instructions, which significantly speeds up response times and eliminates repetitive explanations.

The system also enables shared ticket handling among team members, allowing each person to add technical comments, which enhances collaboration. Automation of part of the communication and integration with the partner portal reduced the number of manual tasks. Although the exact time savings have not been formally measured, the team estimates that ticket handling time has decreased by 20–30% compared to the previous email-based model.

Delta Controls’ Advice for Companies Planning to Implement a Service Desk System

Based on their experience implementing OXARI, the Delta Controls team shares several practical tips for companies planning a similar project—especially those supporting end customers and operating in technically complex environments:

• Allocate more time than expected, as the process involves not only configuration but also testing, adjustments, and learning the system.
• Automate everything possible. Manual updates are time-consuming and prone to errors. Automated notifications and assignment rules significantly reduce the team’s workload.
• Plan your data architecture thoroughly from the start. Later changes are difficult, and any modification may impact the entire process logic.
• Create your own response templates for recurring scenarios. For technical teams, this is a quick way to eliminate routine communication and standardize customer interactions.
• Share tickets among team members, as this increases engagement and service quality. The ability for multiple specialists to add comments helps share knowledge and resolve issues faster—especially valuable for smaller teams where one person cannot always handle an entire case.
• Ensure a clear ticket structure from day one. Assigning statuses, identifiers, and a consistent communication format brought substantial order to the process. Clients gained predictability, and the team obtained better control over cases.

OXARI is a powerful and highly flexible system. We recommend it to companies with strong technical capabilities and the willingness to develop the platform independently—especially to those seeking real control over their processes.

Want to Improve Technical Ticket Management and Regain Control Over Your Support Process?

Find out how implementing the OXARI platform can benefit your company. Contact us to discuss your team’s needs.