Business: Mainroad is a leading provider of IT outsourcing services and part of the Sonae Group, which has more than 40,000 employees in 29 countries and is the largest non-financial private employer in Portugal.
Challenge: To ensure the future growth of the business, it is crucial that Mainroad meets customer service expectations, which means maintaining the availability of thousands of IT infrastructure devices. However, a lack of integrated IT Service Management (ITSM) tools was making this challenging.
Solution: Mainroad has established an integrated ITSM framework founded on CA Technologies solutions, which enables it to centrally monitor and manage customers’ physical, virtual, cloud and hybrid infrastructures. The proportion of issues detected automatically has increased by 20 percent while more issues are being resolved by first line support.
Result: Mainroad’s customers benefit from greater systems availability and a higher quality of service. As a result, Mainroad has been able to increase its competitive advantage and attract more customers while also reducing operational costs.
