Redeban Multicolor S.A. holds a MasterCard franchise license as an acquiring member in Colombia
This means that it is responsible for managing a network of more than 60,000 affiliated merchants that currently accept MasterCard and Maestro debit cards as a form of payment.
Redeban Multicolor S.A. provides the technological and operational platform for accepting the franchise’s products and services and supports issuing institutions in their operation (onboarding, authorizations, clearing, and settlement).
Redeban Multicolor S.A. provides the technological and operational platform for accepting the franchise’s products and services and supports issuing institutions in their operation (onboarding, authorizations, clearing, and settlement). This meant there was no knowledge base for common requirements, and to resolve each case, it was necessary to start almost from scratch to find the appropriate solution.
“An internal tool was used to record 60 percent of the cases, while the remaining 40 percent were recorded manually, without being entered into any system,” Echeverry stated
“With Aranda Service Desk, we’ve been able to track nearly 100 percent of all cases that come into our support center, whether they’re internal or external. This has allowed us to build a comprehensive knowledge base to quickly resolve the most common day-to-day issues, ensure we meet our service level commitments, and eliminate recurring problems.”
Valentín Echeverry
Vice President of Technology at Redeban Multicolor.
Redeban Multicolor S.A. needed a service desk from a provider with a local presence, as the tool required some customization to meet the organization’s specific needs. Consequently, the company placed its trust in Aranda and decided to implement Aranda Service Desk to log cases and classify them by service type (pre-cases, incidents, changes, and problems).
Initially, the solution was implemented in accordance with the official version. However, as Redeban Multicolor S.A. presented additional requirements regarding functionality and technical compatibility, these were incorporated into the product.
“The solution required certain specific features that we needed the local distributor to provide; if we had gone with a global provider, they almost certainly wouldn’t have been able to make those adjustments because it’s a standard package. We needed a local provider to make some adjustments so that it would integrate with our tool’s functionality,” said the executive.
With Aranda Service Desk, the company was able to closely track support requests. Now this process is automated, generating reminders and escalating issues as needed. As a result, the recording, tracking, and management of these procedures have been optimized.
This company has streamlined response times for each reported case. The organization’s support center established a time limit for responding to and resolving cases, thanks to the monitoring of service level agreements (SLAs). “This tool has allowed us to identify recurring issues that are now clearly visible through Aranda’s statistics,” said Valentín Echeverry.
With Aranda Service Desk, Redeban Multicolor S.A. not only automated case tracking but also began efficiently monitoring support services, response times, and the status of its IT infrastructure, benefiting a large number of users.
By implementing the Aranda Field Service solution, Redeban Multicolor was able to:
- Increase the productivity of field agents.
- Automation of case registration and assignment.
- Continuously monitor the work routes of the specialists.