"We are very happy with the software. Initially, the project was focused on Service Management, but we were so satisfied that we’ve already implemented the tool in SESI’s Quality department and we plan to expand its use for Document Management throughout the institution.”
Edmilson Soares de França, IT Manager at FIEAM
Greater efficiency in SSC service management
With the adoption of SoftExpert ESM, the FIEAM System overcame operational failures, gained control over processes, and started relying on reliable metrics
More than 400 employees using the solution
The platform integrates different areas of the institution, promoting standardization and better communication between teams
Expansion of use to Quality and Document Management
The project started with a focus on IT, but satisfaction with the results led to its expansion into other strategic areas
FIEAM System
The FIEAM System integrates the actions carried out by the Federation of Industries of the State of Amazonas (FIEAM), by the Social Service of Industry (SESI), the National Service for Industrial Training (SENAI) and the Euvaldo Lodi Institute (IEL). The organization invests in improving the quality of Human Resources, with special attention to education, social well-being, technical training, and defending the Manaus Industrial Hub.
From inefficiency to excellence: how the FIEAM System transformed its service management with SoftExpert
Imagine having to deal with increasing demands, decentralized information, and a system that hinders more than it helps. This was the reality faced by the SSC – Shared Services Center of the FIEAM System (Federation of Industries of the State of Amazonas), according to Edmilson Soares de França, IT Manager of the organization. “The system we used was inconsistent, it didn’t provide any metrics, and the information wasn’t reliable,” he says.
Faced with this scenario, transformation wasn’t an option—it was a necessity. That’s when the IT team started benchmarking with other regional branches of the Industry System in search of proven, effective solutions. The answer came in the form of good references: the SoftExpert Suite platform, which was highly recommended by other federations.
“The solution proved capable of meeting our immediate needs, with the added advantage of enabling future expansion into other areas,” França explains.
The implementation, led by J2A, a SoftExpert partner, soon started to deliver results. Today, over 400 employees across the entire FIEAM System use ECM - solutions - for enterprise content management, ESM - for corporate service management, BPM - for business process automation, QMS - for quality management, and PPM for project management, all of which contribute directly to increased efficiency in managing the services provided by the SSC.
But what began as a targeted solution soon took on greater proportions. “We are very happy with the software. Initially, the project was focused on Service Management, but we were so satisfied that we’ve already implemented the tool in SESI’s Quality department and we plan to expand its use for Document Management throughout the institution,” the IT manager reveals.
With clear benefits and a strong vision for the future, the FIEAM System demonstrates that the combination of robust technology and a good implementation strategy can take public management to a whole new level.
