Puras implements a Service Desk Service using Processor Max Outsource
From inside an oil drilling platform, in one of more than 800 Puras’ restaurants throughout Brazil – Puras is a company specialized in meals -, the need for supporting computer systems to any of the professional is definitely not an issue.
The company invests in the modernization of its Service Desk process by hiring Processor Max Outsource services as a strategy to reduce costs and improve the levels of Information Technology services, adding value to the whole operation. The idea is to establish integrated actions to solve problems that arise in day-to-day activities through professionals’ remote computer use and, for that, Processor's experience in this kind of service was critical.
The person in charge of Puras' infrastructure and service areas, Carlos Rigotti, explains that the Service Desk's work of integrating all the support demands into a single point of contact was essential to improve IT services and enable a more effective delivery in this area by using the Processor Max service management methodology. In addition to the focus of IT support to users, the branch managers will be able to measure the service done. "We're formatting the management reports so that a constant analysis on the level of satisfaction with the service can be performed," he observes.
One of the stages of the Service Desk implementation process was starting a campaign for the opening of incident tickets via the Web, with the main purpose of reducing costs and speeding up service support.
The work was preceded by an analysis of the technological environment, contact with all units and assessment of the most common problems, followed by the design of a project to solve the main problems related to the Internet and the network, and then advertising the campaign for the opening of incident tickets via the Web instead of via the phone, as had been usually done then.
Processor Service Desk Coordinator, Vinicius Silva, says that initially most of the service was done by phone, which resulted in high costs to the extent that the restaurants are spread throughout Brazil and the contact point was always in Porto Alegre (RS), Puras' Service Desk headquarters served by Processor. In addition, this high service concentration created a huge amount of lost calls, about 500 per month. “When a contact is abandoned we do not know exactly what the user’s problem is and the impact of this on the client's business can be large and expensive," says Silva. The alternative found, then, was to invest in a solution that envisaged this whole context. After a user awareness campaign regarding this new channel, the project was implemented. Currently, 85% of incidents are already processed this way. The Web enables that, upon receiving the incidents, the prioritizing of the service according to the impact on business, reducing costs with phone calls and support.
Processor outsourcing supervisor, Luciana Andrades, also emphasizes that the goal of the teams is to be aligned with the clients’ strategic objectives. “We need to understand clients' core business and assist them in internal processes and in their relationship with their IT suppliers," she adds. Processor Max methodology, applied in this project in Puras, ensures a continuous improvement cycle of customer services.
Puras' controlling process coordinator, Nara Leal, argues that technological support is critical to the company's business, since the operation is largely decentralized. All restaurant units, distributed among 22 states and the Federal District, are computerized and, thus, generate large information amounts. “We were looking for a partner who could help us with this kind of situation and still map our processes so that we know where we have room for improvement," she says, highlighting the work done by Processor.
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