IT maintenance services: improving technological management

Comprehensive and personalized support to optimize IT operations

With over 9,000 employees, over 10,000 mediators and a complex operating environment with 700 active applications, MAPFRE faced a monumental challenge: freeing its support team from repetitive tasks and allowing users to manage their own queries. The SMART HELP solution, developed by Entelgy, has drastically reduced support loads, optimizing processes and improving the user experience. XXXXXXXXXXXXXXXXXXX

Comprehensive and personalized technical support

Adaptation of the service to the specific needs of each venue and event.

Optimized incident management

Greater accuracy in recording and resolving technological issues.

Improving user experience

A model designed to guarantee high levels of satisfaction and operational continuity

CHALLENGE

Agile and efficient support

A leading sports organisation, undergoing a technological renovation, needed to modernise its service models for the maintenance, technical support, operation and administration of all its IT and communications systems. This challenge included ensuring agile and efficient support both in its main offices and in its operational venues and key events.

SOLUTION: Maximized efficiency

The organization trusted Entelgy to design and implement a comprehensive and customized technical support model. The service included:

First level support

with remote support, registration and escalation of incidents

On-site incident resolution

in its main facilities, optimizing operational continuity in all its locations.

After-hours coverage

through telephone shifts and remote resolution, as well as in-person assistance in case of emergencies.

Technical presence at events

strategic, ensuring immediate support for IT-related issues.

Comprehensive incident management

coordinating with different suppliers involved to ensure a quick and efficient resolution.

This solution not only solved immediate problems, but also promoted a culture of self-learning and self-service within MAPFRE.

CUSTOMER BENEFITS

Efficiency and satisfaction

Entelgy’s personalized and strategic service provided tangible benefits:

Implementation of a VIP service , managed from the organization's headquarters, which significantly improved the user experience.
More accurate recording and measurement of the incident lifecycle, optimizing knowledge management.
Better informed decision making through dashboards and satisfaction survey analysis , raising efficiency levels .
Improved user satisfaction , consolidating a robust and reliable technological support model.