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PAQUETÁ REDESIGNS PROCESSES AND CELEBRATES THE OUTCOME
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Optimization of the waiting time and the number of calls answered on the first time by the Service Desk, greater predictability in problem management, reduced costs of migrating to the cloud and increased user productivity.

These are some of the results of a transformation that was made in Paquetá Calçados IT department in recent months, with the partnership of Processor, and which are already reflecting in considerable gains for the complex operation.

In fact, the company experienced a deep restructuring of its administrative structure in 2016, which involved IT. The area gained new guidelines, reviewed contracts with suppliers and concentrated some projects in the hands of chosen partners.

The company's Corporate IT Manager, Gervásio Luis Scheibel, says that the company chose suppliers that it considered to be in line with the new management model and needs of Paquetá, and Processor, with Service Desk, Monitoring, LiveCloud, Projects, Software and Backup Management, was one of them. "After the services were stabilized, which occurred in record time and without any impact to Paquetá's business areas and employees, we started to improve and leverage Processor's expertise and experience," he reports.

Modernization projects were then set up one by one. Service Desk has been optimized. Paquetá understands that this area is the gateway and TI’s introduction to the public. That is why improvements needed to be made. "The performance indicators for the first quarter have already shown great progress and all the established goals have been achieved," says Scheibel. He mentions the optimization of the waiting time and the number of calls answered on the first time as a major breakthrough.

 
 
" The performance indicators for the first quarter have already shown great progress and all the established goals have been achieved." 
 
GERVÁSIO LUIS SCHEIBEL | Corporate IT Manager at Paquetá
 
 

 
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At the same time, monitored devices and services were added, increasing the level of reliability and safety due to the predictability of problems and speed in solving the detected problems.

Processor took over the backup and helped redefine a set of specific policies. "We have a much more effective and secure control now. We doubled the number of back-up data and greatly reduced the amount of time required for restores requested by users", explains the IT Manager.

According to him, at first Processor used a tool licensed by Paquetá, but from the time the support expired, the migration to Processor LiveCloud was defined. "Our expectation is a cost reduction of more than 50 percent, plus the fact that we use the cloud for storage, increasing ease of management and reliability in the solution", he says.

Paquetá took advantage of the renovation of its machine park, which was already being done, and we migrated to LiveCloud SaaS with Office 365 platform, which he said, significantly reduced the costs with software and File Server space. "Migrating to the cloud has improved the ability to share files and manage the environment”, he adds.

Processor is also creating a new portal, which must go into production soon, completing this stage of great improvements in our reality, reducing costs and increasing the quality of the services offered. This success allows us to plan a second stage of advances and innovations for the business between Paquetá and Processor, generating value for our customers and shareholders.

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