iUNGO is a Guatemalan company operating throughout the region that specializes in providing business process outsourcing (BPO) solutions for various industries, with a portfolio that includes technology solutions, restaurant software, accounting and tax management, contact centers, and RPA solutions.
They have over 35 years of experience meeting the needs of companies across various industries in the region, which has enabled them to understand the specific requirements of each business. Their clients include brands such as McDonald’s Mesoamerica, Panda Express, Applebee’s, COVA, CIBUS, Suministros y Alimentos, and the Ronald McDonald House Charities.
Currently, iUNGO has a total of 384 specialists serving nearly 1,500 users across various fields. Therefore, with the goal of improving the experience for its growing client base, the company decided to implement a technology solution that would enable it to manage its processes on a larger scale, with greater precision and efficiency.
After conducting a review, iUNGO identified a number of key challenges for its request management and support strategy: establishing a single point of contact, optimizing the user support workflow to increase customer satisfaction, monitoring the quality of its service units, and minimizing the workload of its agents through a queue management system.
Given this situation, their primary need was to implement a Shared Services Center—a model that would centralize business operations and IT infrastructure—in order to improve customer service, lighten the operational load, and thereby optimize human resources, reduce costs, and become more efficient overall.
“When it comes to customer satisfaction and success, Aranda Software’s Service Desk helps us understand specific aspects of our customers’ needs and perspectives, enabling us to implement the necessary action plans.”
Gerardo Chacón Diaz Duran
Executive Managing Director of iUNGO
Given this situation, the company decided to implement the Aranda Service Desk (ASDK) solution, as it had previously been using a free tool with limited functionality that was insufficient to meet its new requirements. As a result, ASDK perfectly met the cross-functional needs related to customer service across various sectors, including real estate, construction, telecommunications, advertising, and finance, among others.
Another key factor that set ASDK apart from other options on the market —and led iUNGO to choose it—is that Aranda Software’s solutions are aligned with ITIL best practices, a framework that guided the strategy to improve its internal processes. This made it possible to enhance the design of more than 1,200 services, making them easier and more intuitive for customers.
Furthermore, ASDK was the perfect fit for the robust service model the company was seeking to implement. The ability to generate dashboards and control panels to visualize the most relevant data on case status—such as response times and specialist performance—along with the option to analyze this data using the Aranda Query Manager AQM) reporting tool, presented a significant opportunity to facilitate sound decision-making within iUNGO.
By 2021, the solution had achieved a 96% penetration rate, automating more than 210,000 cases reported by customers in countries such as Guatemala, El Salvador, Honduras, the Dominican Republic, Paraguay, Saint Martin, the Bahamas, and Suriname.
The dashboard and online reporting features in AQM extremely valuable to executives, as they say these tools enable them to make more timely decisions. “Thanks to this solution, we can now track transactions as we had hoped, which has significantly impacted the cycle and management of requests and, without a doubt, provides us with the information needed for efficient expense management,” said Gerardo Chacón Diaz-Duran, Executive Managing Director of iUNGO.
Thanks to the company’s own monitoring center and teams that operate the tool around the clock, internal metrics have shown that the system achieves 99% uptime. Furthermore, a 96% compliance rate with the Service Level Agreement (SLA) demonstrates that the implementation of Aranda Service Desk has significantly improved the quality and user experience of processes for end users. In this regard, surveys also showed that customer satisfaction has reached 95%, compared to a rating below 85% recorded prior to using the solution.
This reflects the automation, speed, and integration of the solution, which are designed to benefit end users. As Gerardo Chacón states, “When it comes to satisfaction and success, Aranda Software’s Service Desk allows us to understand specific aspects of our customers’ needs and perspectives, enabling us to take the necessary action.”