Latinoamericana Seguros

Customer Profile

Latinoamericana Seguros is a Mexico-based life insurance company dedicated to providing reliable and secure insurance solutions. With a team of 20 IT professionals supporting 200 employees, they ensure smooth operations for internal systems, devices, and user requests. Before implementing SysAid, their IT support process was overwhelmed by scattered email-based ticketing, leading to inefficiencies, lost requests, and slow resolution times. By adopting SysAid, they streamlined IT service management, significantly improving response times, tracking capabilities, and overall user experience.

From Email to Efficiency: Simplified Incident & Request Management With SysAid ITSM 

At Latinoamericana Seguros, IT service management (ITSM) has been completely transformed since adopting SysAid. Previously, the IT team struggled with an overwhelming flow of email requests. This led to lost tickets, slow resolution times, and poor visibility into IT performance. 

With SysAid’s ITSM platform, all incidents, service requests, and even small IT projects are now centralized in one place, making it easier to prioritize, track, and resolve issues efficiently. What once took 5-6 hours to fix now takes just 2 hours on average.

For Jose Antonio Mora, a System Engineer at Latinoamericana Seguros, the difference is clear:

By eliminating inefficiencies and improving IT visibility, SysAid ITSM has helped the company deliver faster support, improve internal communication, and enhance overall employee satisfaction. 

Parameterizing IT Support for Maximum Efficiency

In the past, the IT team had no structured way to measure efficiency. They relied on scattered email chains that made it difficult to track requests or hold engineers accountable. Now, SysAid logs and classifies each ticket, allowing the team to monitor and analyze response times. Now that they can optimize workloads based on accurate data, IT has a way to benchmark performance and continuously improve service delivery.

With structured data and automated tracking, the IT team now has full visibility into service performance, ensuring that every request is handled efficiently and transparently.

Driving Adoption Through Training & Support

While the IT team immediately saw the benefits of centralized ticketing, some operative users needed time to adapt to the new workflow. To ease the transition, the IT department organized training sessions to guide employees on how to log tickets, track progress, and communicate more efficiently within SysAid.

“At first, some users needed time to adopt the tool, but with training, they quickly learned to submit tickets instead of emailing or calling IT,” said Jose.

The company’s commitment to structured onboarding has paid off. Today, 100% of IT requests are logged through SysAid, eliminating email overload and inefficiencies. This faster, more structured IT support system benefits both employees and IT staff alike.

SysAid Asset Management Makes Tracking Easy

In addition to streamlining ticketing and service requests, Latinoamericana Seguros uses SysAid Asset Management to track and manage company devices, including computers and smartphones. This has provided the IT team with better visibility into the organization’s tech infrastructure, ensuring that devices are monitored, maintained, and accounted for. With all assets tracked within SysAid, the IT team can respond faster to hardware-related issues and ensure that employees have the tools they need to stay productive.

Scaling IT Efficiency: The Road to Full AI Automation

Looking ahead, Latinoamericana Seguros plans to further enhance its IT operations by integrating SysAid Co-Pilot, an AI-powered assistant designed to automate repetitive tasks. With many common tickets related to Windows configurations, password resets, and internal system navigation, the IT team sees AI as the solution they need to reduce manual workloads and response times. 

They are taking a careful, phased approach to adoption, ensuring that employees receive the proper training and support. SysAid will be there every step of the way to help the company to enable its staff, especially those less familiar with new technology. By leveraging AI automation, they aim to free up IT resources for more strategic initiatives while delivering an even smoother, more efficient support experience for their users.