How Nextcom Systems automated its IT management with GB Advisors and Freshservice
Discover how Nextcom Systems was able to automate IT management and reach goals faster.
Discover how Nextcom Systems was able to automate IT management and reach goals faster.
Nextcom Systems is a leader in cybersecurity, recognized for its ability to protect organizations against increasingly complex digital threats. With a team of more than 50 experts and an approach that combines cutting-edge technology with highly personalized service, Nextcom Systems offers innovative solutions designed to ensure the comprehensive security of its clients.
For over two years, Nextcom Systems managed its IT support through manual processes, without a centralized platform to serve users in Venezuela and Panama. This led to several challenges:
A lot of time spent managing repetitive tasks.
Constant risk of human error.
Limited visibility into requests and incidents.
Unreliable metrics for decision making.
Prioritization with no relation to SLAs.
Lack of clarity on services available to each customer.
Nextcom Systems took a strategic leap forward by implementing Freshdesk to elevate their customer support experience. Impressed by the results, they chose to expand their vision with Freshservice, guided by the expert hands of GB Advisors through its SIP service.
This transition unlocked key achievements:
Consolidated operations across Venezuela and Panama into one powerful platform.
Automated processes, SLAs, and intelligent ticket assignments to boost productivity.
Deploy a functional service catalog with more than 40 items ready to use.
Enabled self-service with a dynamic and easy-to-navigate knowledge base.
Migrated more than 3,000 tickets from Freshdesk without disrupting operations.
Trained their agents to operate more efficiently from day one.
Unified support for both internal and external users.
Significant reduction of manual tasks.
Faster, error-free workflows.
Real-time metrics and reporting for full visibility.
A service catalog that drives upselling of new products.
An accessible knowledge base that enhances customer experience.
The added value of Freshservice through the GB Advisors team has been invaluable in managing incidents, enhancements, and requirements related to the use of the solution, as well as the frequent updates introduced in Freshservice.
Elvis Henriquez
Operations and Services Manager
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