Lost Opportunities and Lack of Visibility

As a pioneer in Brazil’s Information Security market, Future knew it needed to kickstart its digital transformation journey to meet market demands with faster, smarter processes.

At that time, the company was already using an ITSM (Information Technology Service Management) tool that ensured excellence in service delivery. However, they needed a more comprehensive solution to automate their entire business end-to-end. With informal processes and undefined roles and responsibilities, many actions failed or resulted in rework.

Luiz Oliveira, Commercial Director at Future, recalls the challenges that led to financial losses.

“Getting salespeople to follow the sales steps was a challenge. We even lost opportunities because the salesperson didn’t follow the correct process, for example.”

Losing a bid due to lack of documentation or missing a contract renewal deadline were clear risks. After all, professionals lacked visibility into the progress of activities, responsibilities, and deadlines.

End-to-End Automation

The story between SoftExpert and Future began in Spain, even though the company was using the solution in Brazil. Luiz, who lives in Madrid, discovered SoftExpert through the Iberian unit.

With the implementation of the SoftExpert Suite, isolated management systems that addressed only specific business needs were replaced by a comprehensive and integrated platform to automate processes and optimize various business areas.

Today, over 80 workflows are automated, and the platform is used by all employees, particularly by the Commercial and Service teams. In addition to IT service management, which handles all of Future’s customers support, other workflows integrated into the SoftExpert Suite include:

✅ Contract Management
✅ Channel Management
✅ Event Management
✅ Opportunity Management

Now, everything is documented and available in the suite, which is crucial for maintaining certifications: ISO/IEC 27001, 27701, 37001, and 37301. The Commercial Director emphasizes the tool’s importance during audits.

“We used to have long discussions with auditors to explain everything because we had nothing drawn out or documented. Now, those days are over. When the auditor asks, I just hand it over. I don’t need to send evidence because I’ve shown them that there’s no way anyone can perform a task outside of the process—it’s all automated,” he points out.

The collaboration between Future and SoftExpert worked so well that the companies are now business partners. Luiz shares that the company uses SoftExpert’s GRC solution to sell governance, risk, and compliance services in security to their customers.

“We saw the full potential of the tool and asked ourselves: how can we help our clients use the solution as well? That’s when the partnership began, and now we share many common clients using the integrated services.”

Gains in Efficiency and Corporate Governance

With end-to-end digitization of operations, Future now has complete visibility into the progress of activities, responsibilities, and deadlines. With well-designed and monitored processes, risks caused by oversights or execution errors are no longer a concern.

“Everything is very well established within the organization, as everyone knows what, when, and how they need to do things, and that’s critical to our business,” says Luiz.

Luiz highlights other improvements brought about by the digitization of operations, such as reduced rework and traceability, with real-time monitoring of activities through customized portals.

“For example, today we have a weekly meeting with the company’s partners, and this meeting is based on the SoftExpert dashboards. We open the platform and review how the pipeline is progressing, the percentage of opportunities, clients visited, and other key metrics.”

SoftExpert Advantages
✔ Low implementation complexity
✔ Excellent cost-benefit ratio
✔ Integrated components
✔ 100% web-based
✔ Agile software

Welcome to SoftExpert ESM

Requester | Ticket opening portals

SLA tracking

Asset change control

Knowledge base overview

Kanban - Execution of activities | Agile method

Management portals