Magalu
The challenge of connecting 40,000 people across more than 1,200 stores Magalu was founded in the interior of São Paulo, in the city of Franca, in 1957. Today, it is one of Brazil’s largest retail platforms, with more than 40,000 employees distributed across nearly every state in the country — spanning physical stores, distribution centres, […]
New PDF Forms in Service Management: Complete, Sign, and Manage Interactive Documents
With the new PDF Forms in the Service Management module, your teams can complete, sign, and submit documents directly within the platform — no external tools needed. And because it’s fully integrated into Service Management, every form becomes part of a structured, trackable workflow — enabling automated approvals, task assignments, ticket generation, and stakeholder routing. […]
New Agent Groups: Choose How Requests Are Assigned Automatically
You can now configure how requests are automatically assigned within each Agent Group. Choose between Manual Assignment, Round Robin, or Workload-based Assignment to optimize workflows, improve collaboration, and ensure a fair distribution of tasks. Why We Launched This Update? Managing incoming requests can be challenging, especially for teams handling high volumes. Based on client […]
Help Desks and Agent Groups: A smarter way to organize teams and manage requests
As service operations grow more complex, managing requests efficiently becomes critical. That’s why we’re introducing Help Desks and Agent Groups: a new way to structure your support teams and assign requests with clarity and control. Whether you’re scaling operations or looking to standardize how services are delivered, this update gives you the tools to do […]
Smarter Team Management: Update roles and assignments from the Agent Profile
Whether you need to assign agents to a new Help Desk, update their team, or promote them to a Coordinator role, you can now do it all directly from each agent’s profile. It’s a small update with big impact: less navigation, more control. If your team structure is evolving or you’re scaling up support services, […]
Coordinators Panel: A central view to stay on top of requests, teams, and service performance
Managing growing support teams can get messy fast. That’s why we created a dedicated panel for Coordinators—the people who keep your Help Desks running smoothly. From a single view, Coordinators can now monitor agent workloads, view open and assigned requests across their teams, and reassign tickets when needed. It’s real operational visibility, without the noise. […]
Del Plata Salud
Initial Situation: Growth and Challenges The rapid growth of Del Plata Salud brought about profound changes in its structure and operations. As the company expanded its network of branches, the need to maintain cultural cohesion became critical. Without adequate tools, transmitting corporate values at all levels became increasingly difficult, especially with employees spread across different […]
FB Group
Context and Initial Challenges at FB Group FB Group, a leading company in the manufacturing of commercial and industrial refrigeration equipment, faced significant challenges related to human resources management and internal communication due to its large size and geographic dispersion. Additionally, the lack of a tool that integrated these functions made it difficult not only […]
Cirion
Connecting the Community The company, dedicated to supporting others in their technological development and transformation, found in Humand the ideal partner to meet its internal communication needs. Marcelo Melamed, EVP of Human Resources at Cirion, emphasizes the importance of having an agile, user-friendly, and intuitive digital tool to improve communication and data storage. The decision […]