The Víssimo Group, one of the most prominent references in the wine market in Brazil, took a strategic step to evolve its IT operations. The company adopted Numen’s AMS (Application Management Services) to transform its support model, increasing efficiency, service quality, and the autonomy of its internal team.
In this article, you will understand the project context, the challenges faced, the results achieved, and how this journey is preparing Víssimo for a new phase of technological modernization.
Who is Víssimo Group?
Víssimo Group is the holding company responsible for the Evino and Grand Cru brands, establishing itself as one of the largest players in the wine market in Brazil.
The company features:
- Operations in B2B, B2C, and retail segments
- Nationwide presence with a robust operation
- Distribution center in Espírito Santo
- Leadership in the importation of Italian and French wines and sparkling wines
With a complex and expanding operation, the efficiency of systems and technological support is essential to ensure continuity, scale, and quality in deliveries.
Víssimo’s challenge: evolving support and gaining operational efficiency
As the business grew, Víssimo began facing significant challenges in sustaining its systems.
Among the main issues were:
- Slow ticket response times (helpdesk)
- Low quality and lack of structured technical documentation
- Backlog accumulation and dissatisfaction among business areas
- Excessive dependency on the internal team for operational support
- IT’s limited ability to act strategically
In practice, the team was consumed by operational demands, with no room for evolution and innovation.
The solution: structured AMS with Numen
To transform this scenario, Víssimo chose Numen to take over and evolve its AMS service.
More than traditional support, the proposal was to structure a more efficient, close, and quality-driven model.
The implementation brought relevant changes:
Restructuring of the service model
Support began operating with greater organization, predictability, and focus on quality, improving the experience of business areas.
Evolution of service levels (SLA)
Response speed increased significantly, allowing a higher volume of tickets to be handled more efficiently.
Focus on root cause analysis
Problems stopped being treated only on a case-by-case basis and began to be resolved in a structured and definitive way.
Strengthening internal knowledge
The organization of technical knowledge brought greater autonomy to the internal team, reducing dependency on tickets.
Numen’s role as Víssimo’s strategic partner
The choice of Numen was based on three main pillars:
- Market reputation
- Technical capability
- Closeness in the relationship
According to Anselmo Garcia, Systems Manager at Víssimo Group:
“Today, we are not the ones chasing — Numen is always available to serve us. That was exactly the quality of service we were looking for.”
Numen’s work goes beyond sustainment, connecting operation, efficiency, and continuous evolution.
Results achieved by Víssimo Group
With the AMS implementation, the company is already experiencing concrete gains:
- Increased service response speed (SLA)
- Reduction and improvement in backlog quality
- Greater efficiency in problem resolution
- Evolution of internal knowledge
- More autonomy for the IT team
- Better perception from business areas
Support stops being a bottleneck and becomes an operational enabler.
Future vision: foundation for modernization and growth
With the structured AMS in place, Víssimo is now preparing for a new stage: the modernization of its management systems.
The next steps include:
- Evolution of the technological architecture
- Integration of satellite systems
- Greater process reliability
- Continuous operational efficiency gains
The foundation built with AMS allows this evolution to happen in a safe and sustainable way.
What does the Víssimo case represent for the market?
The Víssimo case reflects a movement increasingly present in companies:
- Transforming support into a strategic differentiator
- Reducing operational inefficiencies
- Structuring governance and knowledge
- Freeing IT to act more strategically
The combination of Numen and a structured AMS model shows that operational efficiency is also digital transformation.
Watch the case video
Watch the full story of Víssimo Group here and understand how this transformation happened in practice.
Want to evolve your company’s SAP support?
Numen can help your organization build a solid journey of efficiency, governance, and performance.
