Consulting activities
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Focused on User Experience and Digital Transformation
For over 25 years, CeRFI has regarded the Service Desk as a central player in performance. A service centre positioned at the heart of the organisation translates business needs, digitises them, and transforms them into seamless services.
The Service Desk is much more than a point of contact:
- it is the showcase of IT, the one that users experience on a daily basis
- it is the essential link between the needs on the ground and technological solutions, between strategic vision and operational reality
This role, CeRFI has built it in the field, at the pace of the challenges faced by its teams.
This experience nurtures a know-how combining:
- an understanding of best practices
- a training capacity
- and an exclusive framework structured around 7 fundamental axes
Our ambition: to make the Service Desk a driver of experience, consistency, and value for the entire organisation.
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A user-centric, field-driven approach
Each organisation has its constraints, its culture, its practices. The approach of CeRFI is based on an immersive, pragmatic, and user experience (UX) oriented methodology.
Well-structured and managed, the Service Desk becomes a player in digitalisation, beyond just simple technical support.
Examples of consulting services
- Comprehensive assessment and identification of priority areas for improvement.
- Personalised training on the best practices of modern support.
- Creation or restructuring of a Service Centre: feasibility, design, support architecture, implementation and change management.
- Deployment or optimisation of key processes: user satisfaction, knowledge management, Incident/Request/Problem, etc..
- Support in extending ITSM towards a cross-functional and value-oriented ESM model.
Service Transition and Implementation
Depending on your objectives and constraints, we co-create the most relevant service format:
- Formation
- Advice
- Project support
The aim of CeRFI: a real and measurable impact for your teams and your users.
Our services
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Managed Services
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Staff Augmentation
CoRInf
ESM
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Training
A Service Desk is often perceived as a cost centre, with heterogeneous processes, low visibility on performance, and an uneven user experience. These limitations hinder digitalisation and the ability of IT teams to respond effectively to business challenges.
A transformation becomes relevant when the quality of service stagnates, when volumes increase, or when user expectations evolve faster than the support capabilities. It also becomes necessary during structural changes such as migrations, reorganisations, or digitalisation projects.
The value is measured through indicators that combine operational performance and user experience: resolution rates, processing times, user satisfaction, and the adoption of digital services. A structured approach allows these indicators to be linked to the overall objectives of the organisation.
Contact us
CeRFI SA (siège) Rue de la Gabelle 6, 1227 Carouge
CeRFI SA (succursale du Valais)
Technopôle 4, 3960 Sierre
CeRFI SA
(succursale de Fribourg)
Route de l'Ancienne Papeterie 106,
1723 Marly
For over 25 years,
a technology player
in Switzerland
Based in Geneva, CeRFI is one of the largest IT service companies, both in terms of size and sustainability.
Active since 1998, CeRFI supports large companies and SMEs in providing IT support specialists, in the development of business applications (MonPortail), all ensured by personalised training.