The University of the Americas Puebla (UDLAP) implemented Aranda Service Desk Express to set up workflows that ensure cases are routed to the appropriate specialist without delay
The University of the Americas Puebla was founded in 1940 and offers higher education through 52 undergraduate programs, as well as master’s and doctoral programs; over time, it has established itself as the country’s leading private educational institution.
The classrooms of UDLAP’s five current schools—Social Sciences, Humanities, Engineering, Science, and Business and Economics—which have been modernized in recent years to keep pace with the technological and scientific advancements of our time, have since educated 67 graduating classes that have distinguished themselves worldwide for their achievements in research, outreach, and consulting.
Due to its steady growth and commitment to ensuring full user satisfaction, the University of the Americas Puebla was seeking a solution that would enable it to achieve three key objectives:
- Having a Knowledge Base that effectively replicates the solutions to various incidents that compromise the quality of our services. Today, this searchable and dynamic repository enables Service Desk analysts to quickly identify solutions that second- and third-level specialists apply based on their expert knowledge, thereby transferring that expertise to the first level of support.
- Improve the escalation time for incidents that cannot be resolved at the first level. Aranda Service Desk Express allowed us to set up workflows that ensure cases are routed to the appropriate specialist withoutdelay.
- Expanding the range of options for contacting the University's Service Desk, allowing us to reach the mobile user base—which is the platform that most of our customers (students) use comfortably and naturally. The secure connection provided by the app worked perfectly in our institutional environment, which adheres to corporate-level security standards.
“Our users love the app, which lets them access the tool right from their devices. We now have more responsive 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%.”
Director of IT Operations / Head of the Service Desk
Initially, we used a CRM tool to log the cases received by our support center, but it wasn’t specifically designed for incident management. We tested several incident management tools, but none offered the same number of ITIL-certified processes as Aranda Software does; furthermore, other brands did not have a mobile app, which most of our users rely on. Aranda Software and Nova have been very flexible in providing us with purchasing options, which helped us overcome the investment challenge.
Implementation costs were kept low because they guide you through the entire setup process—from scratch until the system is fully configured—with the distribution channel and Aranda Software’s team of specialists working together, which saves a significant amount of time.
Infrastructure costs with theAranda CMDB solution haveAranda CMDB been reduced, since it can be installed on virtual servers, as in our case. The solution integrated seamlessly into our IT infrastructure.
When it comes to troubleshooting issues and updates, we have received clear and prompt responses from the team of specialists at Aranda Software, who are always on hand to provide timely follow-up.
Last but not least, the organization had no trouble adopting Aranda Service Desk, which has led to more users utilizing it on a daily basis.
The main technological benefit is the ease with which users can report an incident or request from a mobile device, as well as the system’s single catalog of incidents and requests; thanks to its user-friendly design, more than 20,000 cases were logged in the system in just four months.
The challenge facing Aranda Software’s team of specialists was significant, as they needed to maintain security standards while ensuring the interfaces remained user-friendly. This required the tool’s configuration to be reviewed multiple times and customized to reflect UDLAP’s brand identity. The result was simple, customized interfaces featuring the university’s logo and institutional colors, making a catalog of over 50 IT services available to the community with very high security standards—but most importantly, meeting users’ need for an agile and simple tool to register and track their cases.
