New solution, implemented on the Freshworks platform, strengthens service efficiency and raises the level of support provided within the organization
With the aim of modernizing its service structure and internal management, the Dahruj Group, one of the largest groups of vehicle dealerships in Brazil, chose the FreshService by Freshworks as a central ITSM (IT Service Management) platform. The implementation was carried out with the consulting support of Brasoftware, ensuring a strategic, secure transition guided by best market practices.
With dozens of operational units and thousands of internal support requests annually, the Dahruj Group faced the challenge of standardizing processes and optimizing technical support flows. Poor visibility into IT metrics limited scalability and hindered preventive action.
To address this scenario, the Freshworks platform's ITSM module was implemented, marking a decisive step in the group's digital transformation journey. The solution enables:
- Process standardization and centralization of support demands;
- More effective control of assets and SLAs;
- Real-time visibility on service indicators and performance;
- Improving preventive action of IT teams
The new structure increases the technological maturity of the Dahruj Group and positions the IT team more strategically, directly contributing to the efficiency and quality of internal services.
The choice for FreshService brought immediate benefits to the Dahruj Group:
- Full integration between service channels
- Electronic Document Management (EDM): All documents were migrated to Azure Archive, with centralized management, retention policy enforcement, and automated classification according to the São Paulo State Archives taxonomy. The solution covers the entire document lifecycle, from signature to archiving or disposal.
- Automation of call flows, reducing response time
- Centralized service catalog, facilitating requests and inquiries
- Intuitive interface, which accelerated support team adoption and engagement
These advances strengthen not only operational efficiency, but also the employee experience with internal IT services.
"When looking for a solution that would enable us to evolve in our digital transformation journey, we knew we needed to go beyond a simple support tool. We needed a platform that would centralize requests, standardize our processes, and provide us with clear visibility into IT metrics — and FreshService exceeded our expectations.
By partnering with Brasoftware, we were able to structure a more strategic and efficient operation. We automated workflows, increased service agility, and built a service catalog that makes our employees' lives easier. The user-friendly interface and quick adoption by the team reinforce our belief that we made the right decision.
Today, our IT team operates much more preventively, with effective control and SLAs, in addition to having real-time data for more assertive decision-making. This implementation marks a significant turning point in the technological maturity of the Dahruj Group and prepares us to extend this transformation to other areas of the company,” concludes Luiz Claudio Thomase, IT at the Dahruj Group.
The project was led by a specialized team and followed an approach tailored to the DAHRUJ Group's realities. The Assisted Operation phase was crucial for consolidating the platform, enabling fine-tuning, team training, and accelerating the digital maturity curve.
"The methodology used during the project included customized mapping of internal processes, which allowed for an implementation that met the needs of the Dahruj Group, increasing the level of utilization of the tool's most strategic functionalities," concludes Alã Assis, services manager at Brasoftware.
Now, the Dahruj Group is preparing to expand the platform's use beyond IT, solidifying FreshService as a key pillar in its digital transformation and operational excellence journey.
About Brasoftware
Founded in 1987, Brasoftware is one of the leading technology providers in the Brazilian market, with a portfolio of solutions from companies such as Microsoft, Adobe, Autodesk, Citrix, Broadcom, Forcepoint, VMware, and others. It also has a services division, Brasoftware Consulting, focusing on managed services and innovation, AI, and digital transformation projects.
Guided by a commitment to technical excellence and the appreciation of human capital, Brasoftware is proud to be a national 100% company, a leader in its segment, and to bring innovation and technology to customers of the most diverse profiles.
With offices in São Paulo, Rio de Janeiro, Belo Horizonte, Salvador, Porto Alegre and Brasília, the company has become one of the largest partners in the management and implementation of Cloud Computing solutions, and has received important awards, such as Microsoft's Best Partner in the World.
With revenue already registered at R$4.9 billion in 2024, its portfolio includes clients such as Ache, Bradesco, CEF, Claro, Energisa, EY, KPMG, Grupo Anima, Grupo Votorantim, Kroton, Petrobras, SENAC, Tecban, Telefonica, Totvs, TJ – SP, UOL, VALE, among others.
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