This collaboration between the two companies to optimize a customer's ticket management system not only met expectations, but surpassed them by offering improvements in many other areas where attention was needed.
The company
Guadiana Tecnología SAPI, located on the coast of Mexico, Durango, is a CartWheel operation’s center that works with development and consulting services in information technology. Employing cost-effective solutions to its clients with the same quality and excellence, some of the services that Guadiana Tecnología offers include: staffing, cloud-managed solutions, and delivery services.
As a development center with services that manage clients from all walks of life, Guadiana relies on dedicated teams that make sure to execute all available internal actions and processes in order to keep their clients satisfied. Therefore, they always look for high-performance tools in the market with which they can successfully develop each of their projects.
The challenge: manual operations, little traceability and capacity limits
As soon as serious limitations were observed with the previous ticket system, which included manual and tedious operations, little traceability in activities and agents, no knowledge and process management, scarce variety of roles and permissions, and non-existent reporting and analytical capabilities, Guadiana requested the support of CartWheel headquarters to tackle the problem effectively.
After a study of solutions in the market, CartWheel identified one of FreshWorks solutions, FreshService, as the leading tool in its segment. Once the decision to use this tool was made, they chose GB Advisors, a recognized and certified FreshWorks Partner to minimize implementation risks.
Therefore, immediately afterwards, they decided to develop a demonstration in order to exemplify the needs identified by the client, once the implementation of the solution began, which allowed progress to the next phase of the project.
The solution: Activity enhancement and workflow automation
The implementation of FreshService not only repaired the cadences identified in the previous tool, but, thanks to the excellent expert work of CartWheel and GB Advisors, it enhanced the activities of the technical teams by automating multiple workflows within the areas, thus allowing complete traceability of them.
Management times were considerably improved, as well as robust reporting and analysis tools began to be enjoyed, which gave the client a new vision to evaluate the performance within the work teams, and of each of the departments of the subsidiary.
Likewise, the ability to use multilingual elements within the entire system allows them to encompass a wide variety of activities with multiple types of users in different geographical regions, simply and effectively.
Additionally, having a knowledge base for both technical teams, with reference to previously resolved incidents and problems, as well as for end users, with accessible solutions for non-technical profiles, offers agents to solve problems according to their priority.
Results:
In the words of our client, the intuitive design, the soft and strong capabilities of the tool, as well as being able to count on a mobile application from FreshService, has achieved a painless, fast and effective transition and adoption to agent workflows of the different areas that currently use the tool.
“The GBA team was very helpful from the first day we contacted them from the FreshWorks partner catalog, guiding us in taking requirements, tool capabilities and implementing associated best practices.” ”- Rodrigo Javier González Villareal, Senior Solution Analyst
Collaboration on our part, of course, in conjunction with the CartWheel team, was a fundamental piece from the project alignment process, such as the monitoring of implementation activities, until its closure.