Smart Workplace: specialized multidisciplinary Help Desk service

SMART WORKPLACE specialized multidisciplinary Help Desk service

Optimizing IT management for a global and distributed operation

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, optimising processes and improving the user experience.

High response capacity +80,000

Tickets and incidents attended to ensuring efficiency and continuity

Comprehensive IT asset management +1,000, +800

Renewed computing and mobile assets to ensure operational efficiency

End-to-End IT Solution

Service that integrates IT management with a comprehensive and strategic approach.

CHALLENGE

Optimize IT Services and Improve Operational Efficiency

A global organization with more than 7,000 telephone lines, 5,000 jobs in South America and 6,500 workers throughout Latin America needed to consolidate its Level 2 services and manage IT processes in an End-to-End manner. The main objective was to reduce bottlenecks and optimize the interaction between suppliers, guaranteeing a smooth and efficient operation.

SOLUTION: specialized multidisciplinary service in Help Desk

Entelgy implemented a comprehensive and progressive approach to manage a broad range of Tier 2 services. This included:

Account and access management

Secure and efficient management of credentials and permissions.

IT Asset Lifecycle

Management and renewal of fixed and mobile IT assets, ensuring that the equipment is up to date and in optimal operation.

Management and governance of device fleets and video conferencing

Ensuring the availability and continuity of communication and collaboration tools.

Attention in land

Agile and efficient response to requirements and incidents escalated from level 1.

With Smart Workplace , Entelgy ensures efficient operations aligned with the needs of a global organization, optimizing processes and reducing times.

CUSTOMER BENEFITS

Self-sufficiency promoted

The consolidation of Level 2 services brought significant benefits to the organization:

Improved communication: Fluidity and collaboration between distributed work teams was optimized.
Operational continuity : Continuity of services was guaranteed under different contingency scenarios.
Standardization : Greater uniformity in the delivery of IT services, aligning processes and practices.
Unification of reports : Implementation of a common language in reporting, facilitating the monitoring and control of level 2 services.