Abona

BACKGROUND

Please describe your company and position.

I am the Quality Manager of Hegelmann Express GmbH

Describe what your company does in a single sentence.

The company specializes in logistic and transportation services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Abona to accomplish?

• Outsource Service Desk services

SOLUTION

How did you find Abona?

• Online Search
• Referral
• Clutch Site

Why did you select Abona over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Abona were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Description

Providing external Service Desk (L1–L2) to support users, resolve incidents, manage requests, and ensure stable IT operations. Includes ticket handling, troubleshooting, remote support, and reporting.

Detailed Scope of Work:

3.1 Service Desk Setup & Onboarding:

Definition of SLA and support hours (8/5 or 24/7)
Ticketing system setup (Jira, ServiceNow, Freshdesk, etc.)
Knowledge base creation
Onboarding documentation for users
3.2 Incident & Request Management:

Handling user requests (password reset, access issues, software installation)
Remote troubleshooting
Initial triage and escalation to L2/L3
Hardware & software support
User account management
3.3 End-User Support:

Workstation setup and maintenance
Printer, network, and peripheral device support
Standard operating environment (SOE) deployment
Onboarding/offboarding IT procedures
3.4 Monitoring & Preventive Maintenance:

Monitoring of workstations, antivirus, backups
Proactive maintenance to reduce downtime
3.5 Service Quality & Reporting:

Monthly SLA and performance reporting
Ticket statistics and trends
Continuous service improvement recommendations
Key Deliverables:

Fully operational Service Desk with defined SLA
Ticketing system workflows and knowledge base
Monthly Service Desk performance reports
Resolved incidents and fulfilled service requests
Onboarding & offboarding IT procedures
User satisfaction survey reports

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

✔️ Improved Service Quality and User Satisfaction:

98% of requests closed within SLA

97% user satisfaction (CSAT)

48% reduction in average ticket resolution time

✔️ Increased IT Operational Efficiency:

40% reduction in repeated incidents

70% automation of standard requests (password resets, access, software)

25% reduced load on internal IT team

✔️ Faster Response and Proactive Maintenance:

Average response time improved to 5–15 minutes (depending on SLA)

First-level resolution (L1) increased to 60–80% of tickets

50% of issues detected proactively before user reporting

✔️ Process Transparency:

Monthly KPI reports: FCR, SLA compliance, backlog, user satisfaction

Complete knowledge base → 90% of recurring tasks standardized

Process improvements based on ticket analysis: 4 optimizations per quarter

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They demonstrated strong project management skills. Every milestone was delivered on schedule, and their team was attentive and flexible when our priorities shifted.

What was your primary form of communication with Abona?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Abona’s customer-focused mindset is exceptional. They are always responsive, flexible, and willing to adapt their solutions to our evolving needs.

Are there any areas for improvement or something Abona could have done differently?

A little more clarity at the project start would have helped, but it didn’t impact delivery.

BACKGROUND

Please describe your company and position.

I am the BDO Assistant of HT Trucks & Parts GmbH

Describe what your company does in a single sentence.

Repairs for trucks.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Abona to accomplish?

• IT-Infrastrukturmanagement-Dienstleistungen

SOLUTION

How did you find Abona?

• Online Search
• Referral
• Clutch Site

Why did you select Abona over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Abona were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

2. Implementation of Cyber Security Services – Scope of Work

Description

End-to-end cybersecurity implementation to protect the organization from cyber threats, meet compliance standards, and strengthen security posture. Covers assessment, deployment of security tools, configuration, training, and ongoing monitoring.

Detailed Scope of Work

2.1 Security Assessment & Gap Analysis

Vulnerability scanning (internal/external)
Penetration testing (optional)
Review of firewall rules, access control, security policies
Risk assessment with prioritization
2.2 Security Tools Implementation

Firewall, VPN, IDS/IPS deployment
Endpoint protection/EDR rollout
SIEM/SOC enablement (Azure Sentinel, Splunk, etc.)
Email security and anti-phishing protection
Identity & access management (MFA, conditional access)
2.3 Compliance & Policies

Creation and implementation of cybersecurity policies
Support in preparation for ISO 27001, TISAX, GDPR, NIS2
Logging, retention, and audit setup
2.4 User Awareness & Training

Phishing simulation campaigns
Security awareness trainings
Best-practice guidelines
2.5 Monitoring & Incident Response Setup

24/7 security monitoring configuration
Alert triage and escalation processes
Incident response plan (IRP) and playbooks
Key Deliverables

Full cyber security assessment report & risk register
Implemented and configured security systems (Firewall, EDR, SIEM, MFA, Email Security)
Compliance-ready documentation (ISO 27001, TISAX, GDPR)
Security awareness training materials & reports
Incident response plan and operational security playbooks
Security monitoring dashboard and scheduled reports

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

2. Implementation of Cyber Security Services – Measurable Outcomes

✔️ Increased Cybersecurity Posture

90% reduction in identified vulnerabilities after remediation
100% of critical systems protected with MFA
71% reduction in phishing incidents
✔️ Enhanced Endpoint and Network Protection

95% of workstations covered by EDR/antivirus
100% of critical assets monitored via SIEM
Incident response times reduced by 52%
✔️ Compliance and Audit Readiness

Successful audit readiness: ISO 27001 / TISAX / GDPR (100% of compliance scope)
100% of critical processes documented and formalized
Implementation of 6 key security policies
✔️ Staff Awareness and Training

100% of employees completed security awareness training
65% reduction in user errors after training
Monthly phishing simulations with improved failure rates

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We were very impressed with their ability to manage the project efficiently. They consistently delivered items on time and responded to our needs promptly, often anticipating issues before they arose.

What was your primary form of communication with Abona?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Abona’s commitment to integrating IT and logistics was unique. They not only implemented software but also improved our workflow efficiency and data accuracy.

Are there any areas for improvement or something Abona could have done differently?

A little more detail in documentation would help, though everything was explained clearly when needed.

BACKGROUND

Please describe your company and position.

I am the Business Development Officer of a Transport & Logistics Company

Describe what your company does in a single sentence.

transport, logistics, workshop, truck sale and rental, spedition

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Abona Ukraine to accomplish?

• IT service desk
• IT cloud solutions
• IT support

SOLUTION

How did you find Abona Ukraine?

Referral

Why did you select Abona Ukraine over others?

Pricing fit our budget

How many teammates from Abona Ukraine were assigned to this project?

30

Describe the scope of work in detail. Please include a summary of key deliverables.

all services provided are available in service catalogue, you can read this via this link > https://servicecatalog.abona-erp.com/

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

ABONA Ukraine commitment to excellence in IT Services and Service Desk management consistently translates into measurable successes for our company. Recent projects have been delivered, quantifiable outcomes demonstrating significant progress:

✅ Boosted Efficiency: Achieved a 35% reduction in ticket resolution time, enhancing productivity and minimizing downtime.

✅ Improved Customer Satisfaction: Elevated end-user satisfaction scores by 25%, reflecting their responsive and user-centric support services.

✅ Reduced Operational Costs: Optimized IT operations, cutting unnecessary expenditures by 20% through streamlined processes and proactive incident management.

✅ Enhanced Reliability: Increased system uptime to an impressive 99.9%, ensuring consistent operational continuity for our company.

✅ Scalable Service Delivery: Successfully expanded support capabilities, accommodating a 30% growth in client demand without compromising service quality.

At Abona Ukraine LLC, they don't just provide IT services — they drive tangible improvements that empower our business to thrive.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management using last version of PMBoK.  

What was your primary form of communication with Abona Ukraine?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Adaptive to core business strategy, low costs, high efficiency

Are there any areas for improvement or something Abona Ukraine could have done differently?

Increase the scope of IT modern solutions inspired by AI development