Seguros El Potosí transforms its IT management with GB Advisors and Freshservice
With more than 500 employees throughout Mexico, Seguros El Potosi is a leading insurance company committed to offering efficient, reliable, high-quality service to its clients and collaborators.
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.
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.
- 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
Seguros El Potosí
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