Case Study: Atlas Schindler Elevators improves service desk performance with Serviceaide Intelligent Service Management

Atlas Schindler Elevators - Customer Case Study

Atlas Schindler Elevators, Brazil’s leading elevator and escalator company, needed to replace a discontinued global Service Desk tool and improve SLA performance, cash management visibility, and end-user support across more than 2,800 users, 2,600 field technicians, and 150 locations. To meet this challenge, the company turned to Serviceaide’s Intelligent Service Management (ISM) platform.

Serviceaide implemented ISM to support IT incident management, automate workflows, and provide better monitoring with automated daily performance reports and easier visualization of key indicators. The results included immediate approvals for some service queues, improved support efficiency, and mobile access now used by about 300 managers for approvals and ticket opening, with future plans to expand into logistics, telecom, IVR, and virtual agent capabilities.

Atlas Schindler Elevators

Vanessa Tavares de Mello

Head of Service Management