Eucatex

Eucatex modernizes IT management and boosts productivity with Edge UOL

With over 70 years of history, Eucatex, one of the most traditional companies in the civil construction and furniture industries, faced challenges in modernizing and controlling its information technology (IT) processes. To standardize service and gain visibility over simultaneous operations across five different locations, the company sought a partner that could offer a complete solution.

Edge UOL provided Eucatex with a custom-designed service. Following a detailed analysis of the client’s IT landscape, the company implemented an automation system that provided:

• Greater visibility, control, and standardization of internal user activities;
• Increased agility and accuracy for teams due to the user-friendly nature of the new tool and the integration of its modules;
• Access to customized reports that provide real-time analysis and allow for targeted actions in the event of setbacks.

Our Challenge

The main objective was to resolve inefficiencies in Eucatex’s IT department. Our challenge was to address a Service Desk system where a lack of standardization led to ambiguity between incidents and requests, as there was no defined service catalog.

How We Solved It

To meet Eucatex’s needs, Edge UOL implemented a robust and personalized solution using the ManageEngine ServiceDesk Plus tool.

The strategic actions included:

• Service Desk Restructuring: Edge UOL configured ServiceDesk Plus and, in partnership with the client, created a new service catalog. An impact and urgency matrix (P1 to P4) was also defined, and an internal tool was developed to automate the catalog’s upload, bypassing the lack of a native API.
• Integration and Automation: An internal automation tool was created to activate user logins, reducing the time from 1 minute to 1.5 seconds per user. Additionally, the weekly import of Active Directory data into ServiceDesk Plus was performed securely.
• IT Governance: Groups and permissions were configured to ensure access only to relevant information. Lifecycles, workflows, and business rules were implemented, such as the automatic conversion of incidents into requests with SLAs.
• Dashboards and Analytics: The activation and support in using ManageEngine’s reporting and dashboard modules enabled Eucatex to monitor tickets and identify the most common internal issues, offering a strategic view of performance.

Key Results

• Improved Service Quality: With approximately 1,200 monthly tickets, the new Service Desk provided visibility and control over the entire volume, allowing for proper prioritization and more efficient service.
• Productivity and Efficiency: With the convenience of the new tool, which enables integration between modules, the Eucatex team gained operational efficiency.
• Strategic Analysis: Access to detailed reports and real-time dashboards allowed for the proactive identification of bottlenecks and opportunities for improvement.
• Standardization and Governance: The establishment of a clear catalog and defined workflows promoted better control and quality in IT services.

Our Differentiators

• Support and Availability: Edge UOL demonstrated commitment by offering continuous and proactive support, with over 100 hours of dedicated assistance.
• Customized Solutions: The ability to develop personalized tools and automations to overcome platform limitations or meet specific client requirements.
• Technical Expertise: The team has in-depth knowledge of the ManageEngine documentation and the ability to collaborate with the provider’s teams in Brazil and India, ensuring the resolution of complex problems.
• Partnership: In addition to the implementation, Edge UOL acted as a partner, helping Eucatex address operational setbacks and providing guidance to optimize the system’s use.