ServerWare is a company dedicated to providing comprehensive information technology solutions, backed by high-quality consulting and technical support to ensure successful implementations through three business divisions:
• Infrastructure
• Communications
• Services
To date, they have achieved significant market penetration in both the government and private sectors, enabling them to build a client portfolio of more than 250 clients. They have a highly trained and certified team, which allows them to meet their clients’ requirements and ensure their business continuity.
To ensure timely service for our customers, it was essential to have a help desk that could promptly address their needs and track their requests in accordance with ITIL best practices.
To achieve this, we needed a solution that was not only capable of managing multiple clients with diverse needs, but also capable of supporting different workflow models and tracking users without mixing them up.
“Having Aranda Service Desk in our company has allowed us not only to provide better service to our customers, but also to grow our installed base by 300% in two years.”
Sales Director / Help Desk Coordinator
There are many reasons why we chose Aranda Software’s solutions; among the most important for us are that it is a multi-client tool, that it features 12 ITIL-certified processes, that it has a large team of certified consultants in Mexico, and that the tool is available in Latin American Spanish.
Since implementing Aranda Service Desk at our company, decision-making has become faster and more data-driven, enabling us to help our clients resolve their issues before they escalate into problems.
The impact on the business has been very significant; among the most notable are the following:
• Improved ticket management.
• Shorter response times for customers
• Growth in the customer base of up to 300% over two years.
• We have successfully positioned ourselves as a top-tier consulting firm thanks to this Aranda Software solution, and the same is true of our ITIL certifications.
• Real-time tracking of each ticket without any loss of information.
• SLA compliance and client reporting through a user-friendly platform.
• We follow up on 100% of our clients' requests.
• Increase in revenue from service contracts of up to 300%.
• A 70% reduction in the time spent generating monthly reports for our clients.
