Seguros El Potosí transforms its IT management with GB Advisors and Freshservice

Learn how Seguros El Potosí was able to enhance IT management and achieve greater business benefits.

Industry

Insurance

Company size

+500 employees

Location

Mexico

Services

Products

Meet Seguros El Potosí

With more than 500 employees throughout Mexico, Seguros El Potosí is a leading insurance company committed to offering efficient, reliable, high-quality service to its clients and collaborators.

What wasn't working became an opportunity

Before optimizing its processes, Seguros El Potosí faced several obstacles with its previous ITSM tool (InvGate) and had fragmented processes that slowed down its operations:

Absence of service catalog and standardized flows.

Lack of traceability and root cause analysis for incidents and changes.

Asset management without visibility.

Non-existent reports and no control of SLAs.

Manual processes, without automation or proactive monitoring.

The change began with a high-impact strategy

With only a week to go before its ITSM system expired, Seguros El Potosí decided to implement Freshservice Enterprise by combining GB Advisors' Booster Week and SSI Basic services, achieving a successful implementation:

Complete configuration of Freshservice Enterprise.

Activation of customized SLAs according to the working day.

Redesign of the service catalog for an intuitive experience.

Automation of critical workflows.

Integration with Microsoft 365 (SSO).

Migration of +2,000 historical tickets.

Intensive training for agents and end users.

Visible results from day one

Total configuration of the new system, without affecting the operation.

Efficient and organized ticket management through multiple channels.

Intelligent ticket assignment, without manual intervention.

Visual and intuitive service catalog that enhances user experience.

Automated SLAs and workflows that facilitate continuous improvement.

Full integration with the Microsoft ecosystem.

Complete knowledge transfer with customized documentation and guides.

From the beginning, the process was agile and well accompanied by GB Advisors implementation team. In just two weeks, we were able to have the platform operational, with the main flows configured and the support team trained for its daily use.

Juan Herrera
Supervisor of Technical and Application Support

These results are also possible for your company

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