SoftExpert ESM

Manage requests quickly and effectively, boosting customer satisfaction.

Integrate all services and requests across your organization into a single cloud-based solution. Powered by artificial intelligence, the platform streamlines the management of IT, HR, Finance, and Legal departments, fostering greater cross-department collaboration, reducing communication silos, and continuously improving processes.

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See how to effectively manage your corporate services

SoftExpert ESM (Enterprise Service Management) is a comprehensive solution that integrates IT service management (ITSM) with corporate service management. Based on widely recognized frameworks like ITIL, the software adopts industry best practices to drive efficiency, standardization, and value across the entire organization.

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Turn productivity into results and elevate service quality

More organized and smarter requests

  • Centralize service request management in a single channel, covering areas like IT, HR, Finance, Legal, and more.
  • Set clear priorities and optimize task allocation to prevent overload and reduce rework.
  • Track the progress of each request in real time, with automated alerts and notifications to keep everyone informed.
  • Preserve and reuse knowledge through a history of service records, building a valuable base for future solutions.
  • Identify bottlenecks and patterns with consolidated data, driving more strategic decisions in service delivery.

 

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Centralized service catalog and efficient self-service

  • Offer service portals that encourage self-service and reduce repetitive requests.
  • Centralize and organize services by department in intuitive catalogs updated in real time.
  • Provide an accessible knowledge base with ready-made procedures for employees, customers, and partners.
  • Simplify ticket submission with standardized forms tailored to each service type.
  • Promote autonomy in resolving common issues, speeding up support and boosting satisfaction.
  • Design custom workflows for each request using no-code tools—no programming required.

 

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Change Management

  • Connect service management with portfolio, project, and enterprise resource processes in an integrated way.
  • Adopt ITIL-based practices to ensure changes are planned, assessed, and implemented with minimal operational impact.
  • Analyze incidents thoroughly using tools for root cause identification.
  • Keep all IT asset information organized in a single, centralized repository.
  • Generate analytical reports with performance, quality, and service efficiency indicators.

 

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Performance metrics and indicators

  • Monitor SLAs in real time to ensure deadlines are met and service efficiency is maintained.
  • Track performance indicators by department, team, or service to identify bottlenecks and improvement opportunities.
  • Implement satisfaction surveys at the end of service, such as CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
  • Generate automated reports with customized dashboards and clear visualizations of key KPIs.
  • Evaluate individual and team performance based on objective, historical metrics.

 

Learn more about SoftExpert Performance →

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Benefits of SoftExpert ESM

Process Automation

Optimize service processes with automation, increasing efficiency and reducing operational errors.

Real-time monitoring

Monitor services in real time to identify and resolve problems before they affect operations.

Centralization of Services

Centralize all requests and services on a single platform, facilitating management and control.

Efficient Incident Management

Resolve incidents quickly and effectively with an organized, data-driven system.

Continuous Improvement

Identify opportunities for improvement and implement actions to continuously improve the services provided.

Customer satisfaction

Ensure customer satisfaction through agile service management and personalized attention.

Why do customers choose SoftExpert

Success Case
Belgo Bekaert Arames optimizes document management and reduces time by 75% with SoftExpert's solution
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Success Case
With SoftExpert Suite in the cloud, Biomm reduces document management costs by 40%
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Success Case
Buschle & Lepper boosts performance with an 81% increase in preventive maintenance and expands revenue with SoftExpert
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Success Case
Biosev manages documents, projects, requests, and action plans with over 750 active users within SoftExpert Suite.
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Learn more about the solution

Discover the modules that are part of SoftExpert ESM.

Action Plan
Analytics
Asset
Document
Form
Kanban
Knowledge Base
Maintenance
Meeting
OKR
Performance
Process
Project
Survey
Time Control
Workflow
Problem
MSA
Archive
Copilot AI
Drive

Compliance with global privacy and security standards

Advanced data protection

SoftExpert ensures the protection of your company's data and compliance with the requirements of the latest standards.

Integrate with your ERP, CRM, Office365, and much more

Connect SoftExpert Suite to other business tools already used in your organization.

Customize the solution to your needs

Add new modules to your product, customize your experience and get all the solutions you need for your company.

An award-winning platform recognized by customers