The Agricultural Development Bank facilitates access to financial services that promote the development of the country's strategic productive sectors, particularly agriculture and MSMEs, within a framework of self-sustainability.
On May 4, 1973, the Banco de Fomento Agropecuario (BFA) began operations as an official credit institution, operating independently of the Ministry of Agriculture and Livestock. The State and the private sector participate in its management through agricultural cooperative associations and societies, agricultural trade associations, and professional associations in the sector.
At BFA, we faced difficulties in responding quickly to requests and incidents from internal clients regarding technology services, because we lacked a tool capable of automating the assignment of incidents and requests, as well as automating the workflow to provide a solution until each case was closed.
Users had been feeling uncertain because they didn’t know the status of their case or who their assigned technician was, and they had the impression that no one was paying attention to the problems they were experiencing in the course of their work; now, not only do they feel well taken care of, but they also feel valued.
The Technology Department lacked metrics that would allow it to assess the level of efficiency in incident and technology service management.
“Having Aranda Service Desk at our bank has allowed us to eliminate the uncertainty our users felt about the status of their cases and the assigned technician, and we’ve eliminated the feeling that the issues they were experiencing while carrying out their work were being ignored.”
Morena Ramirez
Assistant Manager, Technology Projects.
There are many reasons why we chose Aranda Software's solutions; among the most important ones for us are:
• Initial investment and post-implementation costs.
• Number of processes certified under ITIL by PinkElephant.
• A solution tailored to Latin America, particularly Central America.
The solution we use is Aranda Service Desk, and since its implementation at our institution, our 1,200 users have noticed the following key benefits:
• Prompt service.
• Effective solutions, since the right technician is assigned to the job.
• Track your cases at any time through the user Service Desk portal.
The impact on our business following the implementation of Aranda Software’s solutions has been significant, as evidenced by the high level of satisfaction among users of our services, as well as the promotion of a service-oriented culture through a single point of contact. Among many other benefits, the following stand out as the most significant:
- A 60% reduction in case processing time.
- A 40% reduction in paper use in the IT Department.
- An 80% increase in the number of users of the case management tool, compared to the previous tool.
Various departments within the company, such asCommunications, Human Resources, and Legal Affairs, havebenefited from the use of the Aranda Software tool, which has streamlined their operations.