Mexico's leading tequila producer chose Aranda Software as its strategic partner to successfully address its support-related challenges
Casa Cuervo is the oldest and most prestigious tequila dynasty in the world; it sets the standard for all other tequila producers and has always been a pioneer in agro-industrial technology. It is one of the few multinational companies that has remained family-owned since its inception. Its tequila has Mexican roots and is constantly evolving, striving to strike a balance between tradition, innovation, and quality.
Initially, the company relied on an in-house system that did not track how many cases were resolved or how many were handled by each agent, nor did it allow for automatic logging of these metrics. Due to corporate guidelines, there was a need to establish a Service Desk based on ITIL best practices, one that would have a broader scope and be tailored to the specific needs of daily operations. A single point of contact needed to be implemented, where users could submit their requests and systematically track each step through to resolution, ensuring proper documentation.
“The complaints about the support we provided to our employees were overwhelming, both in number and intensity. Now, thanks to Aranda Software, when we receive a call from a user facing a problem with their equipment, the caller can be confident that their ticket will be fully managed and that they will receive impeccable service.””
The strategy was clear: we needed to find a business partner that could offer a solution to help us optimize time and resources in order to boost productivity and improve service levels.
A key finding was that the implementation process would be very straightforward, with a very short learning curve, a user-friendly environment, minimal hardware requirements, and the solution’s scalability and native integration with various tools—all of which would be decisive factors in the purchasing decision.
It was found that Aranda Software, with its Aranda Service Desk and Inventory Plus solutions, offered flexibility in process design and rapid implementation to meet all requirements.
After implementation, business and operational objectives become precisely measurable, and daily, weekly, monthly, and quarterly reports are generated, giving engineers confidence in the effectiveness of their performance. evidence of their capabilities is not based solely on perceptions, and it provides department heads with tools to drive their objectives and manage their goals. It allows them to take specific actions, respond only to high-priority incidents, and gives them greater scope for strategic planning, even automatically expanding their collaboration with other departments. This is the fundamental difference between a support department and an Information Technology department.
The support team, across its various levels, consists of 17 people who resolve issues for 900 users via the web, mobile, phone, and in person.
Thanks to the implementation of Aranda Software’s solutions, Casa Cuervo has achieved significant savings in transportation costs and in inventory management—which was previously done manually—and, above all, has seen a notable reduction in downtime for the organization’s critical services. Productivity has increased, and the company can now easily manage and monitor its service desk staff.
In addition to this, we have been able to maximize efficiency in production areas such as packaging, labeling, and administration. And what about the agricultural staff—those who spend their days planting agave or sending in production and payroll statistics? They found an excellent solution to their communication gap, making them more visible to the organization and enabling the scheduling of regular training and follow-up visits. Everyone is guided by Aranda.