Case Study: Synapsis achieves standardized IT service automation, improved reporting and customer self-service with ServiceNow

Synapsis - Customer Case Study

Synapsis, a leading IT services company based in Santiago, Chile with operations across seven countries, needed to standardize service automation after years of using multiple vendor tools. The fragmented environment drove up costs, complicated maintenance, limited reporting, and prevented customer self-service—making it harder to compete and scale.

Synapsis became a ServiceNow MSP and rolled out ServiceNow’s core modules (Incident, Change, Problem, Configuration Management and Service Catalog), piloting an internal deployment in about four months with help from ServiceNow Professional Services and implementing multiple customer instances in Chile. The platform now gives users online self-service, richer SLA-specific reporting, fewer help-desk calls, improved customer service, and a standardized, scalable foundation to support Synapsis’s growth plans.

Synapsis

Jorge Orozco

Director of Marketing