IT Transformation at Bensaude with Freshservice

About Bensaude

O Bensaude Group, founded in 1820 in the Azores, is one of the largest private groups in the region, with 40 companies divided into five business areas: distribution, energy, maritime and logistics, tourism and services. With more than 3,800 employees, the group is a pioneer in sectors such as tourism and transport services in the Azores and is committed to the sustainable development of the region. Its investments are guided by a long-term vision, aiming at sustainable growth and the creation of new local opportunities. The Group preserves its origins and seeks to contribute to the development of its region and the national economy.

“Freshservice has transformed the way we manage our DSI projects. Today we have much more organization and visibility, which has allowed us to optimize processes and achieve better results. We are so pleased with this tool that we are already considering extending its use to other areas of the company.” – Paulo Gago da Câmara, Information Systems Director and Administrator at Bensaude SA

Challenge

The Bensaude Group felt the need for improvements in the areas of IT management, with the pressing objectives of improving project organization and time management of tasks and agents. The main difficulties were:

• Project task management: The Information Systems Directorate team (DSI) and Projects had difficulty managing time tracking and progress on their tasks.
• Lack of data integration: The lack of a centralized platform made it difficult to effectively analyze data, impacting strategic decision-making.
• Decentralized asset management: Asset management was not efficient, with little visibility over the status and location of the machinery fleet.

The Solution

After a detailed analysis of the Bensaude Group's needs, Priceless Consulting proposed the implementation of the Freshservice, an enterprise-grade ITSM platform.

O Freshservice Enterprise is an advanced solution for IT Service Management (ITSM), designed for companies that need robust and customizable features to optimize IT operations. It allows you to manage incidents, requests, changes and more, ensuring operational efficiency and a superior service management experience.

 

Solution Selection Criteria

The choice of Freshservice was based on several criteria, which met Bensaude's specific needs:

• APIs and Integrations: The integration capacity of the Freshservice with other tools through APIs was an essential criterion in choosing the solution. The platform allowed easy integration of existing systems, such as Power BI and the Intune, offering a more cohesive and efficient solution, without the need for complex changes to the infrastructure.
• Simplicity and innovation: The platform offers an intuitive interface, facilitating adoption by the team and enabling more effective IT management without process overload.
• Scalability and flexibility: Freshservice is a scalable solution, allowing Bensaude to expand the use of the platform as the company grows and new needs arise.

Implementation Process

The Freshservice implementation was led by Priceless Consulting in several stages, with a focus on ensuring a smooth transition without disruptions to Bensaude’s daily processes. The process included:

• Implementation and Consulting: Priceless Consulting provided ongoing support to resolve any operational challenges and optimize the use of the platform, during the project, which was led by the Bensaude Group team.

Results and Benefits

Implementing Freshservice has brought significant benefits to Bensaude, which has seen a notable improvement in the management of its IT operations:

• Time and task management: The Freshservice, with the functionality of Time Tracking, allowed the DSI team to monitor tasks in real time, distribute work efficiently and optimize the time spent on each activity.
• Integrated data analysis with Power BI: Integration with Power BI has enabled a clearer and more intuitive visualization of operational data, helping in making quick, data-driven decisions.
• Asset management : Freshservice, integrated with Intune, has enabled centralized and more effective management of IT assets, ensuring greater control, security and visibility across the organization.
• Approval flows: The solution of the Freshservice for the management of approval flows was implemented in order to automate the process, allowing all requests to go through a defined approval chain

Conclusion

The implementation of the Freshservice has provided Bensaude Group with a robust and innovative solution to the challenges faced in IT management. The platform has not only improved task organization and resource allocation, but also increased operational efficiency and asset security. With process automation and integration with data analysis tools, Bensaude Group now has a scalable platform capable of keeping up with the company’s growth. Bensaude Group is considering expanding the use of Freshservice to other areas of the organization, taking even greater advantage of the benefits of this innovative solution.