Stefanini's Service Desk: Success Cases in Latin America

January 20, 2022 by Stefanini

Service Desk with Automation and Artificial Intelligence

AI solutions as part of service management can drastically improve the quality and profitability of IT support, which allows availability 24/7 coverage, faster resolution times, improved interactions with end users and valuable knowledge for service operations. Deciding how to start the implementation of AI-driven service management depends on the major challenges facing your company.

Artificial and Cognitive Intelligence Capabilities

Artificial intelligence (AI) technologies are transforming the way we do business. You can drive a wide range of decisions and actions to reduce costs and increase entries with AI as an engine for transformation within your company.

Thanks to Sophie and our SAI Suite, our Service Desk solutions are available with this technology, totally within your organization's reach.

Our AI Service Desk agent is based on cognitive computing and artificial intelligence with a focus on self-adaptation, as well as on interactive and contextual automation. You can automate tasks such as activating the flow of work, automatically climbing, presenting information to users and much more.

70% of all workplace issues are resolved at an IT Service Desk

  1. State-of-the-art techniques.
  2. Utilize a semantic network with more than 3 million concepts.
  3. Understanding of natural language.
  4. Contextual memory that maintains meaning through interactions.
  5. Self-learning based on user-interaction.
  6. Understands the user’s feeling during the interaction.
  7. More than 60 languages available. 

In a period of six months after its implementation, up to 54% of tickets solved by AI have been noted.

Wide range of Support

We are recognized as world leaders in providing Field Services and Service Desk to clients around the world. By leveraging an automation platform focused on maximizing the end-user journey, we deliver cost savings and efficiencies to create an unparalleled experience with our IT.

Our Service Desk has onshore, offshore and nearshore delivery centers, with a dedicated, shared or combined model. We offer recruitment, training and performance management to identify the right people for the job and constant follow-up to ensure the continued success of the services we provide to your company. Our end-to-end service management approach and best practices comprise a framework for superior IT and end-user interactions.

History of our capabilities in Latam

Global company dedicated to Mining - Non-Metallic, key to sustainable development.

Scope of service

  • IT Service Desk (Global)
  • Continuous Service 24x7
  • Remote IT Assistance Level 1

Service Challenges

  • Transformation of Service Desk into a global model.
  • VIP support
  • Improve Service Levels for Resolution Groups in Chile

Key Aspects

  • Globalized IT outsourcing
  • Backlog control of incidents and requirements.
  • Centralized management of indicators
  • Continuous improvement and knowledge management
  • Service in numbers:
  • Spanish-English support
  • 20 countries
  • 2 Delivery centers
  • 1200 monthly calls
  • 2000 monthly tickets
stefanini service desk peru

Case 1:

The second most important financial entity in Peru, with more than 300 offices throughout the country and about 6 thousand workers. It currently has a presence in 35 countries and has more than 137 thousand employees worldwide.

Scope of service

  • Microinformatics Help Desk (N1 and N2) during office hours.
  • Monitoring of channels (ATMs and Kiosks) in 24x7 mode.
  • National coverage.
  • Implementation of a Customer Service Call Center in Stefanini offices.

Service Challenges

  • Implementation of technology (chatbot, RPA, dedicated software).
  • Self-service.
  • Omnichannel.
  • End-to-end monitoring.

 What was our differentiator?

  • • Incorporation of the user's vision in the initiatives of the ‘Solutions Squads’ (Chatbot: Ramon, NPS Survey, Agents Knowledge Base, Machine Learning: ATM Prediction, Geolocation Field Support, etc.).
  • • Collect, analyze, consolidate data to turn it into information through BI and Analytics.
  • • Service transformation and cost savings.

Service in Numbers:

  • 9,000 users (Staff and Suppliers).
  • 370 Offices
  • 23 Departments of Stefanini Peru
  • 16,500 calls per month
  • 15,000 Tickets per month
  • 31,000 IT Assets
  • 4,930 ATMs and Kiosks
  • 85 Collaborators for the service

Case 2:

Multinational coporation from Spain in the energy and petrochemical sector, dedicated to the exploration, production, transportation, and refining of oil and gas.

Scope of Service

  • Escalation of Service Desk to 2nd and 3rd level.
  • Follow-up to incidents.
  • 24x7 service
  • National coverage

Service Challenges

  • Improve user understanding and experience.
  • Contextualize and generate service monitoring indicators.

What was our differentiator?

  • Working together with suppliers and customers to better attend to calls, exceeding the relative expectations of quality and KPI’s contracted.
  • Synergy between Field Service and Service Desk teams.
  • Indicators for monitoring the quality of the service.
  • Callback of calls.

Service in Numbers:

  • 3,000 calls / month
  • 7,000 users
  • Attention to all stores nationwide.
stefanini colombia service desk

Case 1:

Spanish multinational of commercial banks and financial services. Company founded and located in Spain with a history of more than 150 years, it has a solid foothold in two continents, America and Europe; it has establishments in more than forty countries; operates in the three main currencies of the world economy (the euro, the dollar and the British pound) and in all market segments, retail and wholesale commercial banking, business and private banking, consumer credit, insurance and pension funds. With a presence in Colombia since 1997.

Scope of Service

• Local Service Desk

• Field Service

• Cross Functional

Service Challenges

  • Improve the user experience with the Help Desk service
  • Establish and implement KPIs under ITIL standards and best practices
  • Quality improvement
  • Expand the scope of the services offered in the Help Desk
  • Costs reduction

What was our differentiator?

  • Multichannel service for corporate IT support based on ITIL processes.
  • Support for hardware, software, IMAC, event support, video conference rooms, inventory management and asset management.
  • Field support.
  • Definition of the Catalog of Services.
  • Implementation and management of ITSM tool: Service Aide, integrating CMDB and including KMDB.
  • Performance of ITIL processes as they are applied to services within the scope of the solution.

Service in Numbers:

  • 450 Calls / month
  • 200 users
  • 5x12 coverage
  • 1 Delivery Center (Bogotá, Colombia)

Case 2:

The largest food and beverage company, whose performance is driven by its Nutrition, Health and Wellness strategy. With a presence in 189 countries around the world, with more than 2,000 brands and 328,000 employees committed to improving the quality of life and contributing to a healthier future.

Global headquarters in Vevey, Switzerland, founded over 150 years ago.

Scope of Service

  • Field Service nationwide Colombia (6 cities) (1100 users in total)
  • Service Desk (Colombia Sales Force 550 users)
  • Asset Management at the National Level (5300)

Service Challenges

  • Improve the image of the Service Desk (Sales Force)
  • Improve the user experience with the service.
  • Improved quality & productivity.
  • Change from a Staffing model to a Service model

What was our differentiator?

  • Multichannel service for corporate IT support based on ITIL processes
  • Support of hardware, software, IMAC, event support, video conference rooms, inventory management and asset management
  • Field support with national presence.
  • Optimize the design and structure of service level agreements based on the experience and provision of similar services by Stefanini.
  • Performance of ITIL processes as they are applied to services within the scope of the solution.

Service in Numbers:

  • 900 average calls per month.
  • 1100+ users served
  • Confidence with the client, managing to carry out the Client's request to expand the scope including access management.
  • 5x12 coverage
  • 1 Delivery Center (Bogotá, Colombia)

Other relationships with Service Desk clients in Colombia

Other relationships with Service Desk clients in Colombia
stefanini service desk argentina

Argentine energy company dedicated to the exploration, exploitation, distillation, distribution and production of electrical energy, gas, oil and hydrocarbon derivatives and the sale of fuels, lubricants, fertilizers, plastics and other products related to the industry.

Scope of service

  • • Service Desk
  • • Field Service
  • • Information Security Administration

Service Challenges

  • • Improve the vision of the internal customer.
  • • Process automation.
  • • Digital Transformation
  • • Generate plan to face negative metrics and backlog.
  • • Reorder QA teams and quality plans.

What was our differentiator?

  • • Own automation and self-management tools.
  • • Ecosystem of technological solutions for digital transformation.
  • • Extensive experience in services in companies of the same magnitude.

The supported volumes:

  • • 42,000 contacts per month.
  • • Attention to 16,000 users.
  • • Support in Amba (Buenos Aires Metropolitan Area )
  • • Face-to-face support to 5200 users.
  • • 6600 microinformatics equipment and 200-geoscientific equipment.

Case 1:Other relationships with Service Desk clients in Argentina

stefanini service desk mexico

German multinational company manufacturer of premium, high-end and sports cars. It belongs to one of the largest automobile groups in the world and its headquarters are in Ingolstadt, Bavaria. Our client since 2021.

Scope of Service

  • • Service Desk
  • • Field Service

Service in Numbers:

  • • 1,560 average tickets per month
  • • 5,200 users served
  • • 7,800 teams
  • • 8x5 coverage
  • • 15 Help Desk analysts
  • • 14 field technicians
  • • 1 vehicle for support
  • • 3 locations supported

Case 2:

German car manufacturer based in Wolfsburg, Lower Saxony. The original and best-selling brand of one of the largest automotive groups in the world, and the world's number one automobile manufacturer until 2021. Our customer since 2021.

Scope of service

  • • Service Desk
  • • Field Service

Service in Numbers:

  • • 5,250 average tickets per month
  • • 21,000 users served
  • • 31,500 teams
  • • 24x7 coverage
  • • 28 Help Desk analysts
  • • 37 field technicians
  • • 1 vehicle for support
  • • 5 locations supported

Other relationships with Service Desk clients in Mexico

94% customer retention. We consolidate successful and secure relationships with companies from all industrial sectors.

Our Evolution and Digital Transformation in Service Desk

  • • Centralized attention
  • • Costs reduction
  • • User experience (UX)
  • • Automated services
  • • Lean Service Delivery
  • • Reduction in the volume of incidents
  • • Continuous improvement in the availability of the service
  • • Efficiency and Quality
  • • Improvement in employee dedication to strategy

Continuous improvement of the service

 Our command center, Continuous Service Improvement (CSI), monitors and manages incoming incidents, identifying trends and resolving issues faster for continuous service improvement. From the initial launch, our continuous service improvement team will monitor and manage SLAs to increase efficiency, customer service, and provide accountability. . Our CSI team will have a significant impact on your business. Our customer-centric approach makes the difference.

Ready to start? Consult an expert today!

Implementing changes in company infrastructure to promote adaptability remains a large scale challenge that requires the careful examination of a company’s existing employee workflows and processes to create a transformation strategy. 

Stefanini is ready to bring specialized and tailored services for your company to respond to your particular needs with the Stefanini Group Service Desk.

Our team of experts will examine your organization and use their knowledge to find the technology that meets your unique workplace concerns. Ready to get started?

Ready to unlock the current state of AI with Stefanini’s Articicial Intelligence Suite? Talk to an expert.

Share:
See more service desk