List of Rootnet Service Desk Customers
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Since 2010, our global team of researchers has been studying Rootnet Service Desk customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Rootnet Service Desk for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Rootnet Service Desk for IT Service Management include: Sura Colombia, a Colombia based Insurance organisation with 10000 employees and revenues of $3.20 billion, Grupo Rey Panama, a Panama based Retail organisation with 5200 employees and revenues of $800.0 million, Autoridad De Turismo De Panama, a Panama based Government organisation with 120 employees and revenues of $71.0 million and many others.
Contact us if you need a completed and verified list of companies using Rootnet Service Desk, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Rootnet Service Desk customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Autoridad De Turismo De Panama | Government | 120 | $71M | Panama | Rootstack | Rootnet Service Desk | IT Service Management | 2018 | n/a |
In 2018 Autoridad De Turismo De Panama deployed Rootnet Service Desk as part of an IT Service Management initiative accompanying a Rootstack developed mobile application for tourist information and citizen requests. The Rootstack mobile application was developed to centralize tourist queries and citizen service requests, and Rootnet Service Desk is reported to be part of the broader Rootnet implementation supporting ticket intake and lifecycle management for those mobile-originated contacts.
Rootnet Service Desk was likely configured to provide incident and request management, a service catalog for citizen-facing tourism services, and mobile-first ticket intake consistent with IT Service Management functional practices. Operational scope focused on public tourism functions within Autoridad De Turismo De Panama, with workflows inferred to categorize, route, and escalate citizen and tourist requests to appropriate ATP operational teams. Governance appears to emphasize structured ticket lifecycle and role-based access for ATP staff, leveraging workflow automation and standardized request fulfillment processes typical of IT Service Management deployments.
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Grupo Rey Panama | Retail | 5200 | $800M | Panama | Rootstack | Rootnet Service Desk | IT Service Management | 2018 | n/a |
In 2018, Grupo Rey Panama was listed among Rootstack's Panama-based clients, and is inferred to have deployed Rootnet Service Desk as its IT Service Management solution. Rootstack documents delivering digital solutions for retail processes and internal workflows for Grupo Rey, supporting the inference of a service desk deployment.
The Rootnet Service Desk implementation likely centered on standard IT Service Management modules such as incident management and ticketing to capture store-level incidents and returns. Additional capabilities inferred include a service catalog, a knowledge base for frontline associates, asset and configuration management, and SLA tracking to support retail shift operations. Configuration emphasis would be on streamlined ticket intake from store locations and role-based routing to operations and IT specialists.
Operational scope would include Grupo Rey store networks and internal support teams in Panama, centralizing request intake and standardizing fulfillment workflows across retail and back-office functions. Governance changes aligned with the deployment likely established defined escalation paths, role-based access controls for store staff and back-office users, and documented procedures for returns and incident resolution. No specific integrations or quantified outcomes are documented in the source, therefore integrations with point-of-sale or ERP systems are not asserted here.
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Sura Colombia | Insurance | 10000 | $3.2B | Colombia | Rootstack | Rootnet Service Desk | IT Service Management | 2024 | n/a |
In 2024 Sura Colombia implemented Rootnet Service Desk as an IT Service Management application to support insurance customer-service operations across the Latin American region. Rootstack worked with Sura on a mobile app user-interface redesign that accompanied the Service Desk adoption, focusing on reducing inbound customer-service inquiries.
The Rootnet Service Desk deployment emphasized the Service Desk module, configured for incident and ticket handling, customer-service workflow orchestration, and mobile-originated ticket intake. Configuration included categorization schemes, prioritized queues, and automated routing rules to align tickets with regional customer service teams. Workflow automation and configurable SLA profiles were employed to standardize response processes.
Operational coverage extended across Sura Colombia's insurance and customer-service functions in Latin America, where Rootnet Service Desk captured incidents raised through the redesigned mobile interface and channeled them into centralized ticket workflows. Rootstack led the UI and Service Desk configuration work, coordinating intake flows and agent-facing queue structures to reflect regional support models.
Governance changes formalized ticket categorization, escalation paths, and ownership assignment to regional customer service centers, creating clearer handoffs between mobile self-service and agent intervention. The mobile UI redesign delivered by Rootstack reduced customer service inquiries, and Rootnet Service Desk served as the incident and ticketing backbone to operationalize that reduction.
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