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Enterprise Service Management Software
SoftExpert ESM
Increase productivity by 25% with an enterprise service management platform for IT, HR, and Finance
Trusted by leading companies
Health ServicesESMBrazil
Famap boosts productivity by 50 percent by managing preventive and corrective actions with SoftExpert’s solution
BrazilESMAgribusiness
In just 10 days, Petrovina automated IT workflows, integrated SAP, and reduced service time by 45% with SoftExpert Suite.
High-techBPMGRC
Future automates end-to-end processes and achieves gains in efficiency and governance.
Consumer GoodsChemicalsBrazil
Belgo Bekaert Arames optimizes document management and reduces time by 75% with SoftExpert's solution
Food & BeverageCosta Rica
Dos Pinos centralizes 186 services with SoftExpert Suite and saves over 30% by implementing a Shared Services Center (SSC)
Learn more about the solution
25% higher productivity and 50% faster service delivery
Smarter and more organized service requests
- Centralize the management of corporate service requests in a single channel, supporting departments such as IT, HR, Finance, Legal, and more.
- Set priorities clearly and optimize task allocation to avoid overload and rework in your internal support ticket system.
- Track the status of every request in real time with automated alerts and notifications to keep everyone informed.
- Preserve and reuse knowledge through a history of service records, building a valuable base for future solutions.
- Identify bottlenecks and patterns using consolidated data to drive more strategic decisions in enterprise service management. .
Centralized service catalog and effective self-service
- Provide service portals that encourage self-service and reduce repetitive requests.
- Organize services by department in intuitive catalogs updated in real time within your enterprise service management platform.
- Offer an accessible knowledge base with ready-to-use procedures for employees, customers, and partner.
- Simplify ticket creation with standardized forms tailored to each service type.
- Enable users to resolve common requests independently, accelerating service delivery and improving satisfaction.
- Design workflows for each request using no-code tools, without requiring programming skills.
Integrated change management
- Connect enterprise service management with portfolio, project, and enterprise resource management processes in an integrated environment.
- Adopt ITIL-based practices to ensure changes are planned, evaluated, and implemented with minimal operational impact.
- Analyze incidents in depth using tools designed for root cause analysis.
- Keep all IT asset information organized in a single centralized repository.
- Generate analytical reports with performance, quality, and service efficiency indicators.
Performance metrics and service analytics
- Monitor SLAs in real time to ensure deadlines are met and service request processes remain efficient.
- Track performance indicators by department, team, or service to identify bottlenecks and improvement opportunities.
- Implement satisfaction surveys at the end of each service request, including CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
- Generate automated reports with customized dashboards and clear visualizations of key KPIs.
- Evaluate both individual and team performance using objective historical metrics to improve enterprise service delivery.
See this solution in action, at your own pace
Click through real screens and explore the key features in a guided interactive tour.
Discover the modules that are part of SoftExpert ESM.
Analytics
Asset
Document
Form
Kanban
Knowledge Base
Maintenance
Meeting
OKR
Performance
Process
Project
Survey
Time Control
Workflow
Drive
Chatbot
Plan, monitor and execute AI-driven actions to achieve your goals precisely.
Learn howManage your tasks and action plans efficiently. Log all activities, monitor progress, and promote collaboration in a centralized environment with Softexpert Action Plan. Experience the convenience, flexibility, and speed that the solution offers.
Turn complex data into practical insights and guide your strategic decisions.
Learn howMaximize the potential of your business with data analytics tools to empower your decisions. Uncover insights from complex data, identify meaningful trends and patterns, and visualize critical information in real-time. Transform data into strategy and drive your organization's success with SoftExpert Analytics.
Reduce failures, extend asset lifespan and control everything centrally.
Learn howEffectively manage and monitor your assets, ensuring compliance, maximizing return on investment, reducing downtime and increasing your organization's productivity.
Organize, control and ensure compliance with intelligent document management.
Learn howAutomate the electronic management of any document with a document management software, from proposals and financial reports to contracts and procedures. Collaborate effectively with centralized content and easy file search using a document organization software.
Create responsive, customizable digital forms and capture data easily.
Learn howTransform your paper forms into responsive, customizable, and mobile-friendly digital forms.
Visualize tasks, prioritize and collaborate continuously, agilely and clearly.
Learn howStreamline activity management with comprehensive workflow visibility in a unified space. Coordinate tasks, prioritize actions, and collaborate in real time. Experience the ease and flexibility to propel your project to success.
Access reviewed, secure articles with robust search for immediate solutions.
Learn howCentralize and disseminate knowledge efficiently. Create segmented bases and register articles, fostering collaboration and enhancing productivity. Experience the ease of capturing and organizing knowledge in an intuitive and secure environment.
Plan and execute preventive, corrective and predictive maintenance with full control.
Learn howOrganize, control and improve the efficiency of your maintenance programs, such as preventive, corrective and predictive, using an intuitive and easy-to-use interface. Manage the calibration of equipment, ensuring the accuracy of measurements and the reliability of the data collected.
Structure and manage meetings with agendas, digital minutes and precise tracking.
Learn howTurn meeting management into an efficient experience! Optimize the entire process of managing corporate meetings, from planning to execution and closing.
Manage OKRs with remote collaboration, transparency and agility.
Learn howAccelerate the management of objectives and key results. Achieve agility, collaboration, and transparency in an integrated and intuitive platform.
Track indicators in real time with scorecards, SWOT analyses and strategic maps.
Learn howComprehensively manage performance indicators, business strategies and departmental metrics using resources such as the SWOT matrix, scorecards and interactive strategy maps. Put strategy at the center of corporate performance management, ensuring an integrated vision to achieve organizational objectives.
Model, simulate and automate processes with controlled analysis and review.
Learn howTransform your process management. Model, analyze, and innovate your business flowcharts.
Manage projects – planning, execution and closing – with clear performance metrics.
Learn howEffortlessly manage and automate product and service project requests with a comprehensive suite of features that streamline project management best practices.
Create smart, dynamic questionnaires with easy response collection.
Learn howSimplify and improve the process of collecting, analyzing and managing survey and feedback data and customers, employees and other stakeholders.
Optimize time tracking and billing control with ease and convenience.
Learn howOptimize your team's time and resource management by strategically balancing projects and budgets. Promote efficiency, transparency, and collaboration, ensuring agility and accuracy to maximize results.
Simplify low-code workflows with alerts, SLAs and continuous collaboration.
Learn howTransform and automate your business processes. Boost your results and simplify your routine.
Store, share and access files in the cloud without barriers
Explore ProductOptimize file storage and sharing with SoftExpert Drive. Centralize information in a secure environment, enable controlled access to files, and maintain a complete history of changes. Boost productivity with automatic notifications and simplify team collaboration, ensuring data integrity and compliance with processes.
Centralize requests, get immediate responses, and initiate processes quickly and effortlessly
ChatbotMake access to information and support easier with SoftExpert’s enterprise chatbot. Instantly access documentation, FAQs, conversation history, and usage guidelines, all in one centralized environment. In addition, the chatbot integrated with workflows allows you to start processes directly through the conversation, speeding up requests and making the experience more agile and intuitive.
Benefits of enterprise service management
Process Automation
Optimize service processes with automation, increasing efficiency and reducing operational errors.
Real-time monitoring
Monitor services in real time to identify and resolve problems before they affect operations.
Centralization of Services
Centralize all requests and services on a single platform, facilitating management and control.
Efficient Incident Management
Resolve incidents quickly and effectively with an organized, data-driven system.
Continuous Improvement
Identify opportunities for improvement and implement actions to continuously improve the services provided.
Customer satisfaction
Ensure customer satisfaction through agile service management and personalized attention.
See how to effectively manage your enterprise services
Built on widely recognized frameworks such as ITIL, the solution promotes efficiency, standardization, and value across the entire organization. With SoftExpert ESM, companies have achieved 45% less time spent on IT support requests and 89% efficiency in service request management, improving service delivery and operational visibility.
Secure, compliant, and ready to integrate with your ecosystem
Built to connect with your existing stack while keeping governance, traceability, and control at the center.
Glossary
Frequently Asked Questions
ESM software extends service management beyond IT, allowing departments such as HR, facilities, and operations to manage requests, processes, and SLAs. ITSM, on the other hand, focuses specifically on managing information technology services.
ITSM manages IT services and processes, while ESM extends this approach to other areas of the company. With ESM, departments such as HR, facilities, legal, and operations can also provide structured services through portals, workflows, and SLAs.
ESM software allows you to structure, automate, and monitor service delivery across different areas of the company. The platform can manage requests, incidents, SLAs, workflows, service portals, and performance indicators.
ESM allows different departments to adopt service management practices commonly used in IT, such as service catalogs, self-service portals, workflows, SLAs, and request tracking. This enables the company to standardize service delivery without limiting service management to IT.
An ESM platform should offer a multi-department service catalog, self-service portals, configurable workflows, SLA management, and department-specific performance indicators. Integration with HR, facilities, and IT systems is also essential for the platform to truly centralize service delivery rather than create another isolated system.
ESM centralizes requests from different departments in a single workflow, with deadlines, owners, and SLAs defined for each type of service. This provides visibility into deadline compliance across departments, helps identify bottlenecks, and ensures that HR, facilities, and other teams are held to the same service standards as IT.
Recognized Platform
An award-winning platform recognized by customers
Trusted by users and rated across leading software review platforms for value, usability, and support.
Global Thinking with Local Service
SoftExpert's global presence, with operations on every continent, drives its growth by delivering strong, personalized service tailored to each local market.
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