Coopenae is the leading savings and credit cooperative in Costa Rica and Central America; it is a model organization in the Costa Rican cooperative sector, recognized for its impeccable and distinguished track record.
Coopenae chose Aranda Service Desk because of the impact its tools have on improving efficiency, process management, automation, and productivity, as well as the support and expertise it provides
Since its founding in 1966, Coopenae has distinguished itself by providing responsible, fast, and timely financial solutions to meet the needs of its members and their families. These solutions include savings, credit, investment, housing, social welfare, and mutual aid services, which have enabled the cooperative to improve the quality of life for those who place their trust in it.
Coopenae’s primary need was a system through which users (employees) could create and track their cases in a timely manner, one that would also allow them to track time and services, identify the issues that most frequently affected users, and implement solutions based on the nature of those impacts.
To achieve this, we needed a tool for managing and administering IT incidents. Before acquiring this tool, everything was done manually in Excel or a small case-tracking program; however, these tools did not provide statistical data or allow for case tracking.
“Our users love the mobile app that gives them access to the tool from their devices. We now have more streamlined reports that allow us to take action faster, improving the experience of the services we provide to our community. By using this tool, we’ve reduced the response time for incidents and requests by 40%.”
Raúl González López
Director of Operations
Implementing Aranda Software’s tools at the cooperative made it possible to achieve the goal of improving IT processes and procedures in relation to the rest of the organization. It is also worth noting that this system can be implemented in other departments in the future, as it supports the creation of multiple projects.
After comparing various solutions on the market, analyzing their features, and identifying the need for a system to manage processes and requirements in the IT department, Coopenae concluded that the tool best suited to its needs was Aranda Service Desk due to its features, sophistication, market standing, and affordable pricing, supported by the added value provided by its ITIL certification and the comprehensive technical support received.
One aspect highlighted by Coopenae is its excellent relationship with Aranda Software, as well as the product’s strengths, such as the updates they release on a regular basis. In fact, they emphasize the ability to incorporate the company’s requirements into these update packages, which demonstrates that Aranda integrates its clients’ needs into the development of its platforms.
Following the implementation of Aranda Software’s solution, user behavior improved significantly, as reflected in the requests submitted to the IT department. Having the system in place across multiple departments allows all requests to be routed through a single, streamlined, and traceable channel. In addition, there was a noticeable reduction in response times for requests, and the design of reports improved significantly, as did the speed of the reporting systems.
The impact has been significant in terms of statistics, decision-making, and organizational culture. Users now know that a tool is available for case management, and specialists have a way to adequately satisfy customers. We have implemented time-tracking, and in addition to the IT department, we have also provided solutions to other departments such as Treasury and Administration.
When Aranda Service Desk was implemented, users were reporting 1,200 cases per month to Technical Support and 800 to Systems. Currently, this monthly number has dropped to 200–250 cases. Thanks to the statistics generated, we were able to identify the situations causing this high number of cases and made decisions such as implementing self-service tools to support and resolve a large portion of the issues that arose.
In terms of infrastructure, decisions were made to replace equipment that was constantly malfunctioning, and the benefits were evident in the equipment’s longer lifespan and the fact that such replacements were no longer a constant occurrence.