SPIC Brasil doubles customer satisfaction with BMC Helix Remedyforce

In operation since 2018, SPIC Brasil is part of China Power International Development Limited (CPID), one of the top five energy-generating groups in the world. Listed on the Hong Kong stock exchange, SPIC Brasil operates the São Simão Hydroelectric Plant on the border of the states of Minas Gerais and Goiás, and its wind farms in the state of Paraíba generate enough power to supply 104,000 households.

With 200 employees and operations in São Paulo, São Simão, Natal, and Mataraca, SPIC Brasil is committed to generating energy-seeking innovations that reduce impact on the environment with integrity, partnerships, and technology, guaranteeing relationships based on respect, ethics, and diversity. 

SPIC Brasil relied on a third-party tool for its service desk, which lengthened the time to respond to and repair service issues. In need of a real-time service capability and as part of its digital transformation to better meet organizational and employee needs—particularly during the pandemic—SPIC Brasil invested in tools to make everyday routines easier. 

SPIC selected BMC Helix Remedyforce to boost the efficiency of its Salesforce-cloud-based service desk, and worked with partner Order Soluções em TI on implementation and ongoing support. With the solution in place, SPIC Brasil immediately improved its internal customer experience by achieving greater visibility into problems and quickly identifying repeat issues ahead of time, so service teams can anticipate and send a correction before the problem occurs.

The solution’s customizable reports and dashboards provide instant visibility into key performance indicators for processes, performance, and workloads. An intuitive portal allows employees to resolve their own issues and request new business services from the service catalog. Users can also submit new service requests, search for solutions to common problems in the included knowledge base, and view the status of previously submitted incidents. Self-service tools are easily accessible through a web browser and mobile devices. 

The digital transformation project, which was initially implemented for IT teams, has now cascaded across the business to other departments, including healthcare, assurance, human resources, communications, and trading, with their processes and workflows implemented and integrated with BMC Helix Remedyforce.

Additional benefits include:

• Easy, real-time, and remote access through the cloud
• Reduced mean-time-to-repair (MTTR)
• Reallocation of service team members to business-critical tasks
• Seamless, twice-yearly upgrades