The Universidad Técnica Particular de Loja (UTPL) implemented several Aranda Service Desk processes to improve the management of technology-related requests through its various service channels
Known as the Catholic University of Loja, it is an autonomous institution with a social and public mission, authorized to provide education, conduct research with scientific and administrative autonomy, and participate in the country’s development plans; to grant, recognize, and revalidate academic degrees and professional credentials; and, in general, to carry out the activities necessary to achieve its objectives. UTPL is distinguished and recognized for a culture of quality and institutional excellence, sustained by its talented faculty and staff.
UTPL is constantly focused on improving user support through the Technology Services Desk, incorporating metrics that enable the university to provide timely technical support to end users, thereby optimizing the delivery of technology services.
“The implementation of Aranda Software’s solution met expectations in line with the requirements set out at the start of the project; furthermore, the company has demonstrated flexibility in adapting the solution based on observations made during the rollout and stabilization phases, which were identified by key members of the technology team and the University—a factor that is considered a significant added value.”
Operations and Technical Support. Loja Private Technical University.
In the initial phase, an assessment was conducted of the solution the university was using, which made it possible to explicitly define the required functionalities; based on these, the various Service Desk solutions offered by vendors in the market were evaluated. Given the opportunity provided by Aranda to view a live demonstration of the solution (Aranda Software), we were able to gain a firsthand understanding of the advantages offered by the website and its corresponding features.
Some of the key factors that led to our decision to choose Aranda Service Desk were:
- Web-based portal for submitting requests.
- Fairly flexible self-service access.
- Integration with other systems.
- Free report customization.
- Support within the region.
- Managing email inboxes via a connector.
- Tool certified by Pink VERIFY 2011.
- Easy configuration, customization, and flexibility to adapt to our processes.
UTPL decided to implement Aranda Service Desk with the goal of improving the management and tracking of service requests across various service and communication channels, such as phone calls, emails, and in-person assistance, including a web portal. Likewise, one of the objectives was to obtain metrics that would enable rapid and effective decision-making. To this end, Aranda offers a dashboard that allows for real-time monitoring and data collection, highlighting trends in the services provided and aligning them with our commitment to quality through continuous service improvement.
Although this is the first solution we have purchased to date, Aranda Software has been very receptive to the technical feedback we have provided. We have also received excellent on-site support prior to the solution going live, and the engineers assigned to the projects have provided ongoing guidance.
A reduction in the time it takes to assign cases internally, which is reflected in improved response times for end users—a top priority for the organization.
To make the most of all the features of the implemented solution, we analyzed, configured, and set up a second administrative service desk to provide benefits and contribute to the University’s continued growth. The services offered through this administrative desk include: student transportation, fixed asset procurement, park and garden maintenance, building renovations, security, cleaning, and the vehicle fleet.
