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.
Users note that processes are now better organized, and they also highlight the single point of contact for the management process. The introduction of new contact channels (multi-channel approach) tailored to their needs has been a key factor in improving service.
In terms of usability and user experience, the service catalog and its options stand out, as they allow users to access all services and clearly identify their specific needs.
“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.”