Case Study: BRK Ambiental improves SLA monitoring and service visibility with Serviceaide

BRK Ambiental - Customer Case Study

BRK Ambiental, one of Brazil’s largest private sanitation companies, needed better service management after an internal strategy shift tied to Brookfield’s compliance and governance requirements. Its previous service desk tool lacked SLA monitoring and made reporting difficult, while requests for facilities and compliance were still being handled by email without proper tracking. BRK chose Serviceaide, using Intelligent Service Management (ISM) and Luma, to address these service management gaps.

Serviceaide implemented ISM as a centralized service management platform and Luma as a virtual agent, first for IT and then with plans to expand to other business areas. The solution unified previously fragmented IT processes into a single system, giving BRK much better visibility into indicators and SLAs, along with monitoring and management of calls in one place. The platform now serves 3,600 employees, and the response from staff was reported as very positive.

BRK Ambiental

Ygor Cezar

Head of IT