Please describe your company, your role, and the industry you operate in.
Serra Tech SA has been operating in Automotive for a while now, headquartered in Porto Alegre, Brazil. As Chief Digital Officer I sit across both strategic planning and day-to-day technology delivery. We hold our vendors to a high bar because our own clients hold us to one — it's only fair to expect the same discipline from partners.
What specific problem or business challenge led you to hire this company?
Our IT Managed Services capability had become the thing slowing everything else down. New feature requests, client asks, internal initiatives — all of it kept queuing up behind a platform that had been stretched way past what it was originally built for. We needed a proper rebuild, not another patch.
What services did the company provide for your project?
The scope ran the full IT Managed Services lifecycle — discovery, requirements, architecture, development across roughly a dozen sprints, integration testing, performance validation, deployment, and a four-week hypercare window afterward. They also handed over full documentation and ran a knowledge transfer session for our internal team.
Why did you choose this company over other providers you considered?
A peer in the Automotive space had used them for something similar in IT Managed Services and recommended them without hesitation. Our own due diligence backed that up. Domain knowledge, IT Managed Services depth, and a track record of actually delivering — that combination made the decision easy.
How clearly did the company understand your requirements and business goals?
Very well. The discovery phase was more thorough than anything we'd been through with prior vendors. They pushed back on requirements that were vague or contradictory, suggested better alternatives where our own thinking was limited, and produced a spec our internal stakeholders agreed was the clearest version of the product they'd ever seen written down.
How was your overall experience with their communication and project management?
Genuinely excellent, especially given the time difference between Porto Alegre, Brazil and the delivery team. Written updates were consistent and specific, anything needing a decision got same-day turnaround, and nothing slipped through the cracks across the whole engagement.
Did the company deliver the project on time and within your expected budget?
On time and inside the approved budget. Their estimating was notably accurate — they'd broken the work down in enough detail during discovery that the forecast held up the whole way through, instead of drifting with every small change. We had exactly one change request, and it was for scope we added ourselves.
What tangible results or business impact have you seen since the project was completed?
Hard to isolate perfectly given everything else going on in the business, but the numbers we can attribute directly to the IT Managed Services work are solid: session duration up, conversion up, error rate down, and our NPS for that touchpoint has moved noticeably. Our account managers say it's coming up positively in client conversations now too.
What did you like most about working with this company?
What they did after launch. A lot of vendors treat go-live as the finish line. This team treated it as the start of a different phase — the hypercare period was substantial, the documentation held up in practice, and they checked back in at the thirty and ninety day marks to go over production metrics with us unprompted.
Would you recommend this company to others, and would you work with them again?
Absolutely, with one caveat worth mentioning: the value really starts in discovery, so clients who take that phase seriously will get the most out of it. We put real effort in upfront and it clearly paid off in what got delivered.