At the end of 2015, due to the need to improve management and service control, Select partnered with Desk Manager and implemented our ITSM platform in its operations.
Select Automação is a 100% Brazilian company founded in 2014, built on over 20 years of its founders’ experience in commercial automation and technology service management for the “food service retail” sector.
At the end of 2015, due to the need to improve management and service control, Select partnered with Desk Manager and implemented our ITSM platform in its operations.
In 2016, the first full year using Desk Manager, Select’s operation handled an average of 91 tickets per month through the platform. The maturity gained from usage and the available management tools enabled significant growth. By the end of 2020, the monthly average reached 944 tickets — almost 10 times more.
Despite this sharp increase in volume, the team’s Average Handling Time (AHT) became more efficient. In 2016, the average time to close a ticket was 10 days. However, by 2020, the support team had greatly improved their efficiency, reducing the average resolution time to just 2 days — a 5x reduction in AHT.
“After implementing the platform, with Desk Manager we achieved the highest level of after-sales service in the solar market.”
Fernando Domingos
Engineering and After-sales Supervisor, BYD
“Desk Manager helps with several processes we have within the company, from the Service Desk to customer service (to be reactive), as well as in the field part.”
Nivaldo Foresti
COO, Operations Director, Voxel
“Desk Manager helps with several processes we have within the company, from the Service Desk to customer support (to be reactive), as well as field operations.”
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