Geography: Latin America
Industry: Food & Beverage
This tool has enabled FEMSA to add new services on short notice, and not only those services related to IT, but also HR and finance, where the common denominator is that they involve the management of incidents and requests. Raúl Collins
, Help Desk and Call Centers Manager , FEMSA
FEMSA is a leading company operating in the soft drinks sector, the retail trade and the beer industry. It has 215 million customers in nine countries throughout Latin America.
After establishing its shared service centers, the company needed a solution that would help consolidate process management and operation, delivering synergies and economies of scale for FEMSA.
Initially, CA Service Desk Manager was deployed to support the IT shared service center. Later, the solution was extended to HR and finance processes, and today it handles more than 80,000 tickets each month.
With CA Service Desk Manager, FEMSA gained benefits on both IT and business fronts, with service improvements and cost reduction across IT, HR and finance processes.