Dexco, Brazil’s largest house of brands for construction, renovation and decoration materials, has taken a strategic step to transform the way IT serves the business.
In partnership with Numen, the company expanded and restructured its AMS (Application Management Services), moving from a reactive model to an approach focused on continuous improvement, root cause analysis and digital transformation.
In this article, you will understand the challenges faced by Dexco, how Numen contributed to the project and which results have already been achieved by the company.
Who is Dexco?
Founded in 1951, Dexco owns brands such as Deca, Portinari, Hydra, Duratex, Castelatto, Ceusa and Durafloor.
With more than 12,000 employees distributed across 22 units in Brazil and Colombia, the holding company has the largest portfolio of solutions in the country’s construction and decoration industrial sector.
Its purpose is clear: to offer solutions for better living.
It is in this spirit that Dexco has continuously invested in the evolution of its operations, including the way IT supports internal users and contributes to business results.
Dexco’s challenge: going beyond ticket handling
With the expansion of the business, Dexco identified the need to redesign its AMS model.
The previous contract was primarily focused on opening and resolving tickets within established SLAs. It was a functional model, but a limited one.
The company wanted more. It wanted an AMS capable of transforming the user journey, identifying inefficiencies at the root and contributing more directly to digital transformation.
Among the main challenges were:
- Overcoming the reactive service model, based only on meeting SLAs
- Transforming the users’ experience with IT
- Identifying and eliminating root causes of recurring tickets
- Integrating the support area with other business areas
- Creating a foundation for innovation with AI and automation
“We did not want AMS to be just a service area focused on meeting SLAs, but one that would change the user journey. We decided to change the contract to bring improvements to processes, in addition to fostering digital transformation with AI.”
— Bruno Leão, Infrastructure, Operations and Cybersecurity Manager at Dexco
The solution: from reactive to proactive with Numen
To lead this transformation, Dexco chose Numen — and the joint work went beyond a simple contract restructuring.
Through its Smart Services area, Numen began to closely follow Dexco’s evolution, understanding the real gains the company was seeking and building the mechanisms needed to sustain them.
In practice, the new model brought:
- Root cause analysis and resolution, not just symptom treatment
- Greater focus on creating structural solutions for recurring tickets
- Closer integration between support and business areas
- More clarity and organization in the ticket backlog
- Greater visibility into evolutions, not only urgencies
With this, AMS started to be seen not only as a support operation, but as a front capable of generating efficiency, predictability and continuous evolution.
The transformation brought concrete results to Dexco:
Faster ticket resolution
Tickets began to be resolved within a maximum period of 5 to 15 days, with more predictability and consistency in the operation.
Continuous system evolution
Instead of only solving isolated issues, the team began to promote sustainable improvements in the SAP environment, reducing recurrences and strengthening operational stability.
Greater integration between IT and business
The support area began to communicate directly with other departments, contributing to decisions more aligned with the company’s strategy.
Clearer backlog and more predictability
The organization of the backlog brought more transparency, prioritization capacity and better tracking of ongoing demands.
More confidence in operations
Dexco stopped merely reacting to urgencies and began to evaluate and plan evolutions. This change represents a significant mindset transformation for the entire organization.
The next step: AI and automation in AMS
With the gains from the first phase consolidated, Dexco and Numen are already working on the next frontier: incorporating Artificial Intelligence into the AMS model.
“Now, together with Numen, we are structuring a new model embedded with Artificial Intelligence to evolve our knowledge base and streamline processes. All these steps contribute to our vision of not designating AMS only as a solver, but as a business partner.”
— Bruno Leão, Infrastructure, Operations and Cybersecurity Manager at Dexco
The next steps include:
- Implementing AI to facilitate users’ daily routines and increase productivity
- Automations to provide faster and smarter service
- Evolution of the knowledge base with language models and continuous learning
This new stage reinforces the view that AMS can stop being only an operational front and become a strategic business partner.
Why is Dexco’s case relevant to the market?
Dexco’s journey represents a growing movement among large companies that understand AMS is not just support. It is a strategic lever.
Organizations that want to extract more value from their SAP environments are realizing that:
- Meeting SLAs is not enough: continuous evolution is necessary
- Root cause analysis reduces ticket volume and increases efficiency
- Integration between IT and business accelerates results
- AI and automation are the natural next step for high-maturity AMS models
More than resolving incidents, modern AMS must support digital transformation, anticipate problems and contribute to the evolution of business processes.
How Numen supports companies with AMS services
Numen is the largest Brazilian consulting firm in SAP services and works on AMS projects focused on continuous improvement, governance and strategic evolution of technology environments.
More than managing tickets, Numen partners with its customers to transform the way IT contributes to business results.
Do you want to transform your AMS model into a strategic business partner?
Numen can support your company in evolving AMS services, bringing more efficiency, governance, continuous improvement and innovation to SAP environments.
