Gesico strengthens its incident management with adaptive technology

Gesico faced a significant challenge in its operational capacity. The company needed a robust and reliable tool to efficiently manage the assignment of incidents related to cases, allow detailed tracking, and facilitate smooth and effective communication between the various teams involved.

Incident management, a critical process for the optimal functioning of the company, was previously done manually. This consumed valuable employee time and left room for errors and delays. The absence of an integrated and automated system led to reactive rather than proactive management, affecting the business’s quick response capability and ultimately, customer satisfaction.

This scenario presented an opportunity for Gesico to make a qualitative leap in its internal operations. By adopting a solution that addressed these root problems, it would pave the way for more agile and adaptive management, capable of responding to market demands and changes with the speed and efficiency that current times demand.

To tackle the challenges in incident management, Gesico partnered with Itequia to develop a comprehensive solution that combined advanced technology with optimized operational processes. The result was a custom application that has significantly improved efficiency and accuracy in incident management while strengthening internal communication and the company’s response capability.

The solution designed by Itequia stands out for its modular and scalable approach, allowing Gesico to adapt to changing needs and maintain its commitment to service excellence. The application, based on Microsoft Power Apps, integrates seamlessly with Microsoft Outlook, Microsoft Power Automate, and SharePoint Online, creating a cohesive and efficient ecosystem.

Key components of the solution include:

• Process Automation: The implemented Microsoft Power App automates the registration, tracking, and resolution of incidents, allowing for quick and accurate task assignment and ensuring that each incident is handled by the appropriate team in the shortest possible time.
• Customized Workflows: Specific workflows were designed in Microsoft Power Automate to fit Gesico’s operations, enabling more dynamic incident management and a more agile response to changing situations.
• Data Integration: SharePoint Online was used to integrate and organize data from various sources, providing a unified and accessible view of relevant information for incident management.
• Improved Communications: Through Microsoft Outlook, an automated notification system has been established to keep administrators and assigned users informed about incidents in real-time, enhancing collaboration and operational efficiency.
• HR Integration: A monthly incident report is generated with the previous month’s incidents. This report is sent in PDF format and uploaded to Gesico’s HR tool, integrating incident management with the company’s human resources processes, reflecting the application’s versatility and added value in comprehensive talent management.
• Continuous Process Improvement: The implementation of the technological solution has allowed Gesico not only to transform its incident management but also to serve as an analytical tool for continuous improvement. The analysis of open incidents reveals patterns indicating errors in specific procedures, allowing corrective actions to be taken and improving service efficiency and quality.

Technology