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FIEAM automates SSC management with SoftExpert solution and reduces time by 50%
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
- 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. .
- 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.
- 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.
- 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.
Discover the modules that are part of SoftExpert ESM.
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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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