With a history spanning more than 89 years, Arca Continental is one of the largest Coca-Cola bottlers in Latin America and the world
Arca Continental needed to maintain a record of all the services offered by the IT Department to the organization and optimize the delivery of these services based on best practices in technology service delivery.
They previously had a help desk tool, but it wasn't enough because it didn't help them implement best practices in technology.
“When we decided to switch helpdesks, we based our decision on the ITIL methodology. With this goal in mind, we evaluated the tools certified by PinkElephant; one of them was Aranda. Although it didn’t have a track record in the country, we analyzed all of its features. “We received excellent support from Aranda Software through both online and in-person assistance, which motivated us even more to continue using this tool,” says Diego Viracucha, Head of Processes and Project Office at Arca Continental Ecuador.
“Previously, we didn’t have proper oversight of the service metrics provided by the department. Following the implementation of Aranda Software’s solutions, we gained visibility into this information and were able to identify where to focus our efforts in order to deliver top-quality service.”
Miguel Coeto, Engineer
CIO (Chief Information Officer). Arca Continental.
After searching for a tool certified for ITIL processes, Arca decided to implement a help desk using Aranda Service Desk and CMDB Enterprise to manage its inventory of both hardware and software licenses.
Los usuarios resaltan que los procesos están más organizados, además destacan un único punto de contacto para el proceso de gestión. La activación de nuevos canales de contacto (multicanalidad) acordes a sus necesidades, han sido un factor fundamental en la mejora del servicio.
En cuanto a la usabilidad y la experiencia de usuario, se destaca el catálogo de servicios y sus opciones, en donde los usuarios acceden a todos los servicios y les permite diferenciar adecuadamente sus requerimientos.
“We’ve used the same infrastructure we’ve had as we’ve expanded our operations to include new projects. When Arca acquired Inalecsa and partnered with Toni, we didn’t need anything beyond the standard infrastructure upgrades required to expand our operations to these organizations. Because it’s a multi-project, multi-company tool, it has allowed us to grow without significant investments of time or money.”