Lontana Group continues to drive improvements in its internal processes by implementing new technological tools aimed at strengthening operational efficiency and service quality for the Group's teams.
In this context, the IT department has launched a new IT service and incident management platform based on ITSM Freshservice, implemented with the support of Optima Solutions, a technology consultancy and Freshworks Premier Partner in Spain specialising in Freshservice implementation.
The new tool allows the management of incidents, requests and technology assets to be centralised on a single platform, facilitating process traceability, coordination between teams and monitoring of the organisation's technology services.
"Managing the demand for queries and incidents from more than 1,000 employees without a structured tool would be unfeasible; now we have control, metrics and the capacity for continuous improvement."
David Cuesta de la Herrán, IT Department, Lontana Group.
The implementation of this system is part of the organisational evolution process that Lontana Group has been developing in recent years to adapt its technological structure to the Group's growth and the increasing operational complexity of an international organisation with more than 1,000 professionals..
In addition to optimising the daily management of the IT department, the platform provides greater visibility of technological services, contributing to more agile decision-making and a better experience for internal users.
This project reflects the Lontana Group's commitment to continuing to strengthen its organisational and technological structure, incorporating tools that enable it to efficiently support the Group's future development and offer the best support to its teams and operations.
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