Client: Brasanitas Group Industry: Manufacturing Solution: Outsource the IT park by engaging an IT asset management service (Managed Device Service) from SONDA IT.
Trying to keep obsolete IT equipment functioning results in lost productivity for employees, poor quality customer service and obviously wastes money. Brasanitas Group is a facilities company that provides environmental cleaning, hospital hygiene, pest control and building maintenance services, and was facing this issue. So it outsourced its IT park to SONDA IT, the largest Latin-American provider of integrated Information Technology solutions.
In just six months, the Group turned around the problem, where 60% of its equipment was obsolete. Moreover, good results were seen in this new IT environment, such as an increase in employee satisfaction with the technological support service, better use was made of the asset structure, and procedures were aligned with best security practice.
The SONDA IT project envisaged managing 2,400 pieces of equipment at Brasanitas, located in 16 offices throughout Brazil. Currently 800 pieces of equipment have been changed. The internal use of each asset was rigorously monitored to achieve greater control, and unused equipment was moved to other departments or other users. This procedure began to be common throughout the company, as it saved expenditure by avoiding unnecessary purchases.
“The company derived a 20% financial benefit from hiring the DaaS (Device as a Service). This service includes remote and local support, and also improved our customer service capabilities. Previously, the process of installing a new asset for a customer took up to one month. Today, we can install a machine in just four days”, explained Mr. Paulo Francez, member of the Board at Brasanitas.
The quality of the services provided has also been remarkable, as the IT department is no longer centralized at the offices of Brasanitas, in São Paulo. All support is now being performed by SONDA IT. This facilities company has achieved better IT governance, due to the quality of the SONDA IT’s service indicators. Furthermore, call times and machine maintenance times have reduced by using local support, which used to depend on equipment being transferred to Sao Paulo.
“Previously, I only had one person at the Service Desk. Today I have a team of people. There is no longer any call waiting, due to occupied telephone lines. Everything is resolved. This results in improved customer services and management of our work, whilst the availability of our technology resources has increased, and calls for support and IT costs have decreased, all due to the new IT park. Previously, if a machine had a problem on our customer’s premises, we were unable to generate management reports regarding the services provided. This is a vital change for Brasanitas and, consequently, for our customer’s business”, Mr. Francez indicated.
Cilene Santana, Managed Device Services Director at SONDA IT, reports that project expectations outweigh the questions with respect to product and service quality. “We are very pleased to have had such a positive impact on the Brasanitas business. The service provided by our structure has a geographical coverage that matches demand at this customer. Furthermore, we were able to transform their IT investments from a Capex to an Opex model, resulting in significant cost reductions, which is an important concern for most companies at the moment”, the Director concluded.
The Brasanitas Group is composed of four companies: Brasanitas Limpieza y Conservación, Praxxis Control de Plagas, Brasanitas Hospitalaria and Infralink Manutención y Servicios. The company operates in industry, hospitals, shopping centers, educational institutions, mining, and other segments. The company has over 28,000 employees, and covers the whole of Brazil.
Bring the IT park up-to-date, which has 2,400 machines distributed across 17 offices in Brazil.
• Improve the quality of support and maintenance services, which were considered unsatisfactory and slow, as equipment had to be transferred from all around the country to São Paulo.
• Reduce the turnaround time to return equipment to customers, which took more than 30 days, and delayed the administration of routines for new contracts.
83% of obsolete equipment within the IT park was resolved in just six months.
“Before, there was only one person at the Service Desk. Now we have a team of people. This results in improved customer services and management of our work, whilst the availability of our technology resources has increased, and calls for support and IT costs have decreased, all due to the new IT park. This is a vital change for Brasanitas and, consequently, for our customer’s business.”
Mr. Mario Bracaioli, IT Director at Brasanitas Group.