Case Study: SUNASS achieves faster, more measurable technical support processes with Decisions

SUNASS reduces case service time and speeds support with Decisions

SUNASS, Peru's National Sanitation Service Superintendence, faced significant challenges in its IT management. Users experienced slow response times to their requests, processes were inconsistent and lacked measurement, and there was no efficient way to track the status of service requests, leading to approval backlogs and performance management difficulties. To address this, they turned to vendor Decisions and implemented the ProcessMaker platform.

The solution from Decisions involved implementing ProcessMaker to automate and structure both external and internal technical support processes. This established consistent, measurable workflows for request allocation, equipment management, and cross-departmental tasks, which drastically decreased case service time. The results included greater control and visibility over workflows, a reduction in paper use, and the ability to measure technical support's performance with newly available data.

SUNASS