The Seres Group Adopts CA Cloud Service Management to Automate and Manage Service Desk Calls

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1 CUSTOMER SUCCESS STORY July 2014 The Seres Group Adopts CA Cloud Service Management to Automate and Manage Service Desk Calls CLIENT PROFILE Industry: Consulting Company: The Seres Group Employees: 130 BUSINESS With three core business lines recruiting and selection, labor outsourcing and payroll outsourcing the Seres Group has 130 employees and specializes in offering HR services. CHALLENGE The Seres Group needed to establish an IT infrastructure with greater monitoring capabilities, with the aim of improving response times to incidents that hampered service availability. SOLUTION The Seres Group implemented CA Cloud Service Management to register tickets and manage feedback processes, thus improving user service. BENEFIT The solution enables the Seres Group to provide better service to its users, while increasing problem solving, efficiency and user satisfaction with the IT department.

2 2 Customer Success Story: Grupo Seres July 2014 Business 50 years of developing the human resources market in Brazil The Seres Group is a company offering services around human resources formed from the merger of two businesses: Seres Consultoría and Talent Management. Seres Consultoría was founded 50 years ago in Rio de Janeiro and has offices in Resende, São Paulo and Macaé, as well as a national presence through carefully chosen alliances. It also has an international alliance with Sport Structures Recruitment, headquartered in Britain, which focuses exclusively on major sporting events. Talent Management operates as the Seres Group s integration agent. It offers advice to companies looking to implement internship programs and youth apprenticeships. In total, the group currently has approximately 130 employees. Recruiting and selection, contracting of temporary workers, outsourcing professionals, payroll outsourcing, psychological evaluations and training are among the services the company offers in its portfolio. Challenge Replacing manual processes with an automated and structured solution As the Seres Group has grown over the years, its IT department has played a vital and strategic role in its success. Today, one of its main functions is to ensure the maintenance and availability of internal systems for its users. As such, monitoring the IT infrastructure is fundamental to maintaining consistent good services to its users. Until not long ago, this monitoring was poorly structured, resulting in problems and system crashes that directly impacted the company s business. An internally developed solution conducted monitoring, which relied on reports and data manually entered into spreadsheets. We wanted a solution to allow us to structure and automate customer service. According to, CIO at Seres Group, the company needed a solution to replace these primitive tools. We wanted a solution to allow us to structure and automate customer service and equipment monitoring, he explains.

3 3 Customer Success Story: Grupo Seres July 2014 The Seres Group was using an ITIL (Information Technology Infrastructure Library) structure, however, the lack of a formal process was causing inefficiencies. The culture already existed, but we needed a tool to assimilate these processes better, Simas adds. To streamline the process, the IT department began to build a monitoring environment that would include a specialized monitoring solution capable of overseeing the entire IT infrastructure, including software, hardware, systems and devices. Solution An automated service desk solution After comparing several service desk solutions, the Seres Group implemented CA Cloud Service Management. Simas confirms, The CA solution was the best fit in terms of costs and benefits, and aligned perfectly with our requirements. Facilitated by implementation partner IT ALLIANCE, the Seres Group deployed the solution in December In January we had users simultaneously engaging with CA Cloud Service Management alongside the previous solution. By February, we deactivated the old system and began to use CA Cloud Service Management exclusively, recalls Simas. CA Cloud Service Management establishes the priority and relevance of each call. The Seres Group uses the CA Technologies solution to register calls and to create standardized processes and customer service procedures. CA Cloud Service Management establishes the priority and relevance of each call. We are not yet using the solution s full functionality, but plan to in the future, he says. By using CA Cloud Service Management, the Seres Group can create registries of its devices complete with a history for each one. This enables a greater understanding of the service level agreements. We have four analysts using the solution to serve our 130 users, explains Simas.

4 4 Customer Success Story: Grupo Seres July 2014 Benefits More efficient service for users Since adopting CA Cloud Service Management, it has enabled the Seres Group to: Maximise IT availability Streamline call processing Automate call management Improve IT user satisfaction. With CA Cloud Service Management in operation, Seres Group employees can raise a ticket using the method they re accustomed to by . In the near future, it will implement the solution s standard call opening module. This possibility has increased adoption of the solution, Simas says. We have a higher rate of IT availability and more satisfied users. Simas points out that as previously existing processes have been retained, moving to the new solution has resulted in less impact for group employees than expected. In addition, servicing calls and resolving problems is much faster using CA Cloud Service Management. Simas concludes, We have a much higher rate of IT availability and a more satisfied workforce.

5 5 Customer Success Story: Grupo Seres July 2014 IT Alliance is a company prepared to meet the challenges of IT management. It has a wealth of experience in project designing and a comprehensive understanding of the challenges faced by the market. To promote success, IT Alliance integrates the best technologies using methodologies such as ITIL, Cobit, BS7799, CMMi, among others with the high level expertise of its consultants in order to create value-added technology solutions, while increasing productivity and offering better experience to its customers. The success of its projects, along with the complete satisfaction of customers, drove IT Alliance to receive recognition as, a CA Technologies Outstanding company in Latin America, and the reward of Best corporate solution implementation company in Latin America. For further information, visit Connect with CA Technologies at CA Technologies helps customers succeed in a future where every business from apparel to energy is being rewritten by software. With CA software at the center of their IT strategy, organizations can leverage the technology that changes the way we live from the data center to the mobile device. Our software and solutions help our customers thrive in the new application economy by delivering the means to deploy monitor and secure their applications and infrastructure. To learn more about our customer success programs, visit /customer-success. For more information about CA Technologies go to. CA All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only, and does not form any type of warranty. The Customer success story is based on the actual experiences of the user but product descriptions may not reflect uses in all environments so actual results may vary.

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