This Salesforce ITSM success story shows how Comexi has transformed its IT support model to automate processes, improve service visibility, and scale its operations without sacrificing efficiency.
When IT Support Starts to Fail
In many IT departments, the problem isn't the tool, but the model. Incidents come in through different channels, requiring manual tasks to classify and assign them, and information is siloed. As a result, the lack of control ultimately affects service efficiency.
This was the context in which Comexi found itself before beginning the transformation of its support model.
The challenge: scaling up without sacrificing efficiency
As the IT environment has become more complex, the model has begun to show its limitations:
- Manual processes in incident management.
- Difficulty prioritizing properly.
- Lack of transparency regarding the service.
It's not just about switching tools. We need to rethink how support is managed.
The Transformation: A Salesforce ITSM Success Story Based on Automation
Comexi has approached the implementation of Salesforce ITSM with a clear strategy:
- Migrate the historical data without losing any information.
- Automate incident management from the very first contact.
- Centralize operations on a single platform.
- Gain insight to make decisions.
The goal has not been merely to improve the system, but to change the model. In this way, support can evolve toward more efficient and scalable operations.
What will you find in the ebook?
- How was the system migration carried out without losing the historical data?
- How is the classification and assignment of incidents automated?
- How assets are integrated into the support model.
- What architecture and approach were used?
- What lessons can other organizations apply?
Download the success story and learn about the implementation project step by step.
Frequently Asked Questions
Because it doesn't just implement a tool—it transforms the way support is managed. It also incorporates automation, visibility, and data-driven decision-making.
Organizations with complex IT environments that need to scale their support, reduce manual tasks, and improve incident management.
