Creating a unified experience

Afya’s aspiration is to be the largest ecosystem of health and medical education and technology for medical professionals. To achieve this aim, the organization needs to ensure that its services are easily accessible, always available and integrated.

In 2021, Afya was looking for a new service management solution that would enable it to evolve services and increase uptake of what was a previously underutilized shared services center. The company turned to ServiceNow as the foundation to transform its shared services environment.

IT Service Management was deployed to reimagine the organization’s service desk functionality. Features, such as Employee Center and Integration Hub, were utilized to ensure that end-users had access to a unified, intuitive experience, with everything available through a single pane of glass. Not content with one success, Afya then leveraged the power of App Engine to build a complete purchasing system from the ground up. 

The results for Afya have been huge. The shared service center is now seen as a critical partner for the company’s future growth. What’s more, satisfaction stands at an all-time high of 9.5/10 and NPS has grown 230% compared to the previous year. All of this is testament to delivering more intuitive services and better experiences to users.

“Our dream is to deal with speed, increase our clients’ productivity, to be able to be seen as a partner," says Nadielle Rocha Miranda, Systems Manager at Afya Educacional. "Offering solutions and innovation for our clients. And I know that soon it will be possible to reach this objective with this partnership with ServiceNow.”