List of SoftExpert ESM Customers
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Since 2010, our global team of researchers has been studying SoftExpert ESM 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 SoftExpert ESM 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 SoftExpert ESM for IT Service Management include: Dos Pinos, a Costa Rica based Consumer Packaged Goods organisation with 5600 employees and revenues of $1.10 billion, Corsan, a Brazil based Utilities organisation with 5681 employees and revenues of $780.0 million and many others.
Contact us if you need a completed and verified list of companies using SoftExpert ESM, 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.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Corsan | Utilities | 5681 | $780M | Brazil | SoftExpert Software | SoftExpert ESM | IT Service Management | 2020 | ITSX Assure United Kingdom |
In 2020, Corsan implemented SoftExpert ESM as its IT Service Management platform across its Brazilian operations. The project was delivered by partner ITSX Assure United Kingdom and focused on automating IT (TIC) workflows and standardizing ITIL-based incident and request processes to centralize ticket handling and KPI monitoring for the IT organization.
Configuration work emphasized incident management and service request workflows, workflow automation, SLA monitoring, and KPI dashboards consistent with IT Service Management practices. The deployment configured ITIL-based process flows for incident triage, request fulfillment, escalation, and SLA calculation, and introduced operational automation to reduce manual ticket handoffs, with SoftExpert ESM serving as the single control plane for service operations.
Governance changes instituted ITIL process ownership, SLA-driven routing rules, and KPI control to improve ticket handling cadence across departments. The program delivered approximately R$70,000 in savings within six months, reduced average ticket resolution time by three days, and increased IT productivity by approximately 20 to 25 percent.
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Dos Pinos | Consumer Packaged Goods | 5600 | $1.1B | Costa Rica | SoftExpert Software | SoftExpert ESM | IT Service Management | 2024 | n/a |
In 2024, Dos Pinos implemented SoftExpert ESM to centralize a Shared Services Center that consolidates finance-related services, procurement and administrative processes across Central America. The rollout used SoftExpert Suite components to onboard and manage a portfolio of 186 services and over 11,800 users, establishing the IT Service Management platform as the operational backbone for the CSC.
The deployment leveraged the Incident/Request ESM module and SoftExpert Analytics to provide ticket lifecycle management, request fulfillment and operational reporting. Configuration focused on service cataloging, standardized request and incident workflows, role-based access controls and analytics-driven dashboards that reinforce traceability and process control.
Operational scope explicitly covers accounts payable, billing, master data management, procurement and other administrative functions, aligning the IT Service Management implementation with core finance and procurement business functions. The platform centralized service intake, routing and escalation across the CSC footprint in Central America, creating a single operational plane for service delivery and governance.
Governance and process restructuring centralized procedures and consolidated reporting into SoftExpert Analytics, standardizing workflows and access to operational metrics for the Shared Services Center. Reported outcomes include faster service handling and higher productivity for the CSC, together with improved traceability and process control across finance-related and administrative services.
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