ESVAL

The producer and distributor of drinking water in the Valparaíso Region reduces incident resolution time by 59% with Proactivanet.

Description

Esval is the company in charge of the production and distribution of drinking water in the Valparaíso Region. They operate 24 hours a day, 7 days a week, extracting, purifying and delivering high quality drinking water to its more than 650,000 customers, in addition to collecting and properly treating sewage from their homes, and then disposing of it in a sanitary manner in the environment.

Sector Public / Services / Industry
Country Chile

“With Proactivanet we have managed to improve the quality of service towards users. They no longer see the hassle of creating a ticket but that it is to their benefit and not a waste of time”

Natalia Flores - Project Manager at ESVAL

Challenge

"We did not have a platform with which to manage or centralize all user requests. We used several channels such as telephone, email... so we did not have visibility to track and control users”

Natalia Flores - Project Manager at ESVAL

“We also did not have detailed visibility on the assets that make up our IT infrastructure, making us unable to plan our investment in the IT park in an optimal way or to know its vulnerabilities”

Juan Carlos Herrera - Head of Systems Management Department at ESVAL

Solution

“We have improved in the management of our internal KPIs and with it also the administration and management of the service delivered to our users. In addition, we now have a vision of external support that did not exist before”

Natalia Flores - Project Manager at ESVAL

“Proactivanet has allowed us to improve the control of IT assets, comply with cybersecurity audits and allow different business areas to build their approval flows”

Juan Carlos Herrera - Head of Systems Management Department at ESVAL