Smart Operations: Liferay support for stable and efficient operations
Reduction of critical incidents and improvement in user experience.
With Smart Operations, Entelgy transformed the management of this important sanitation company's portal, improving the user experience and strengthening system reliability.
+85% reduction in incidents
33% increase in availability
More stable and efficient corporate portal
CHALLENGE
Sanitation company in Brazil faces crisis on its corporate website
One of the largest sanitation companies in Brazil, with more than 12,000 employees, was facing serious instability problems on its corporate portal , including:
- High rates of open and unresolved critical incidents.
- User dissatisfaction due to limited support and low usability on the portal.
- Little integration between areas and a lack of structured documentation on the environment and its services.
SOLUTION
Entelgy designed and implemented a comprehensive plan based on best practices in service management, including frameworks such as ITIL and COBIT. Key actions included:
Service management
Clear processes for managing incidents, problems and changes, along with root cause resolution
Documentation of the environment
Creation of videos and tutorials to improve the use of the portal by users.
Problem management
Implementation of structured flows to resolve critical incidents definitively.
IMPLEMENTATION
A specialized Entelgy team worked on the most critical situations of the portal, achieving:
Resolution and reduction of recurrence of problems
Through continuous action in key incidents.
Collaboration with end users
to recycle knowledge, improve the use of the portal and strengthen the relationship between areas.
Migrating to a new version of the orchestrator
enabling SSO login and fixing vulnerabilities.
Design thinking approach
to understand user needs and develop significant improvements in the usability of the portal.
CUSTOMER BENEFITS
The implemented solution allowed to achieve measurable and high-impact results:
- 85% reduction in incident openings : Thanks to effective resolution and a decrease in recurrence.
- 33% increase in service availability : Reduced portal downtime and increased operational stability.
- Stable environment without critical unavailability : Improvement in portal initialization time, reducing it to less than 20 minutes in critical situations.
- Expert support on multiple fronts : Constant support to optimize technical support and operations in key units of the company.
Success stories
Our experience is reflected in these success stories: we adapt solutions
customized to the unique needs of each client.
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