ESM for agribusiness, manufacturing and co-ops: your whole company on one service hub
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ESM (Enterprise Service Management) brings to every department what the best IT teams already do: organized requests, agreed deadlines, reliable numbers and end-to-end control. Loonar implements ESM with Atlassian, Intercom and AI for companies that grew fast and still operate in the dark.
In short
- One front door to request anything from any department: IT, HR, finance, purchasing, legal and maintenance.
- Every request with an owner, a deadline and a history, and leadership seeing today's numbers.
- AI that answers, organizes and summarizes, always with rules, human approval and a record of what it did.
Agribusiness, Manufacturing, Co-ops
Agribusiness
Traders, sugar and ethanol mills, growers and dealers with operations spread across rural regions, harvest peaks and many people in the field. Requests arrive by phone and WhatsApp, and no one knows how long each one takes.
Manufacturing
Companies with several plants, shifts and support teams that depend on one another. Maintenance, purchasing, HR and IT work in different systems, and the shop floor waits.
Co-ops
Agricultural and credit co-ops that grew in members, branches and services. Member service and internal teams did not keep pace with that size.
How do you know you need ESM?
Every department asks differently
Requests arrive by email, phone, spreadsheet and WhatsApp. Each department tracks them its own way, nothing connects, and the same request is repeated three times before anyone owns it.
No one knows how long it takes
There is no agreed deadline and no visible queue. Leadership asks why a hire, a purchase or a repair took so long, and the answer depends on who remembers.
Decisions without reliable numbers
Indicators are built by hand at month-end from different spreadsheets. By the time the report arrives, the problem has already grown.
Controls and audits in a rush
Approvals by email, unrecorded access and scattered documents. At audit, certification or general assembly time, the team scrambles to prove what was done.
From digital darkness to the leading edge: which phase is your company in?
Every company sits somewhere on this path. The assessment shows where yours is and what the next step is.
- 1
In the dark
Requests by email, phone and WhatsApp. No one sees the queue, no one measures anything.
- 2
First light
IT and one or two other departments with a portal, queues and deadlines. The first numbers appear.
- 3
Connected company
Every department on the same hub, with approval flows, a service catalog, controls and leadership dashboards.
- 4
Leading edge
AI agents answer, organize and summarize. Customers, growers and co-op members are served on any channel, and leadership decides with today's data.
What does the company look like with one service hub?
- Service hub
Departments
- IT
- HR
- Finance and Purchasing
- Legal
- Maintenance and Facilities
- Operations and Field
- Customer and member service
Channels
- Portal
- Mobile
- Teams or Slack
- WhatsApp for external audiences
- AI layer
- Metrics and controls
How does it work?
One front door for everything
A single portal with each department's service catalog, in the local language and on mobile. Employees pick what they need and follow progress without calling anyone.
Processes that run themselves
Flows with steps, approvals and deadlines for each request type: onboarding, purchases, reimbursements, contracts, repairs and access. Repetitive work becomes automation.
Real numbers, every day
Dashboards by department, by site and for leadership: volume, deadlines, bottlenecks and satisfaction. No hand-built spreadsheets.
End-to-end control
Who asked, who approved, when and why. Permissions by department, a record of everything and evidence ready for audits and Brazil's LGPD.
AI that works alongside people
AI agents answer questions based on company policies, classify requests, summarize long cases and suggest the next step. People approve what matters.
Service inside and out
Employees are served on the internal hub. Customers, growers and co-op members are served on the website, by email or WhatsApp, with an AI agent and a handoff to the right person when needed.
What changes in each department?
| Department | Today | With ESM |
|---|---|---|
| IT | Tickets by email and phone, with no clear priority. | A hub with deadlines, an equipment and asset register and remote resolution. |
| HR and Payroll | Onboarding and benefits questions handled by email. | Onboarding checklist shared by HR, IT and facilities, and automatic answers to common questions. |
| Finance and Purchasing | Purchase and reimbursement requests stuck in inboxes. | Approvals by authority level, visible deadlines and a history for every request. |
| Legal | Contracts circulating by email, with no idea which stage they are in. | A contract queue with stages, deadlines and documents in one place. |
| Maintenance and Facilities | Repairs requested in the hallway and forgotten. | Requests with location, photo and priority, and repair time measured by site. |
| Customer, grower and member service | Phone and personal WhatsApp, with no history. | Any channel, with an AI agent, full history and handoff to internal teams. |
What technology makes this work?
We use leading platforms that work with each other and with the systems the company already has.
Atlassian, the internal hub
Jira Service Management organizes the portal, queues, deadlines and approvals for every department. Assets keeps the register of equipment, sites and assets. Confluence brings together policies and the knowledge base. Rovo adds AI agents inside Jira and Confluence, respecting each person's permissions.
Intercom with Fin, external service
Customers, growers and co-op members are served on the website, by email and WhatsApp. The Fin AI agent resolves recurring questions, and a case that needs another department becomes a Jira request with full context.
Claude, AI for analysis and decisions
Rovo agents can use Claude models, and Claude connects to Jira and Confluence through Atlassian's official connector, always with each user's permissions. In practice: leadership reports, bottleneck analysis and policy drafts based on real data from the hub.
Integrations and more
API connections to the ERP (SAP, TOTVS and others), Microsoft 365 or Google Workspace and corporate single sign-on. When it makes sense, device management and critical incident response from Loonar's other alliances come in too.
How does Loonar deliver?
Maturity assessment
We talk with leadership and each department, map how requests flow today and show which phase the company is in.
Service hub design
We define the service catalog, approval flows, deadlines and indicators for each department, in business language.
Pilot in two departments
We start where the pain is greatest, usually IT and HR or purchasing, with results everyone can see.
Rollout in waves
We extend the hub department by department and site by site, with local training and materials in your teams' language.
Operation and evolution
We track the indicators, fine-tune the flows and release AI gradually, with clear rules and human approval.
Which technologies does Loonar use to deliver it?
What results do we measure?
- Average service time by department and site
- Share of requests within the agreed deadline
- Requests resolved by AI with no human intervention
- Employee, customer and member satisfaction
- Time to prepare for audits
- Departments and sites running on the hub
Frequently asked questions
What is ESM, in plain words?
ESM (Enterprise Service Management) means handling any internal service request the same way. There is one front door, one owner, one agreed deadline and a record of everything. The practice started in IT, where tickets already follow this path. Today it also covers HR, finance, purchasing, legal and maintenance. Each department keeps its own rules, but all of them speak the same language.
Do I need to replace my ERP?
No. The service hub handles requests between people and departments: who asked, who approves and when it will be done. The ERP stays in charge of transactions such as invoices, inventory, payroll and accounting. The two connect through APIs, so an approved request can create the right record in the ERP. No one types the same information twice.
Does it work for remote sites and people in the field?
Yes. The portal runs in the browser and on mobile, with simple screens in the local language. People at a branch, a plant or out in the field open and follow requests from wherever they are. Requests can also arrive by email. Customers, growers and co-op members can be served on WhatsApp, with the history kept on the same hub.
How is AI used safely and in line with Brazil's LGPD?
AI only sees what each person is already allowed to see. It follows company policies and records every answer and every action. Important decisions, such as approvals and exceptions, always go through a person. Personal data follows the access and retention rules defined in the project. The company gains speed without losing control or audit evidence.
How long does it take?
It depends on each company's size and starting point. The maturity assessment sets the plan, the priorities and the first departments. We start with two departments, where the pain is greatest, to deliver visible results quickly. Then we expand in waves, department by department and site by site. The pace is whatever the company can absorb.
Why Atlassian and Intercom?
Because together they cover both ends of service. Atlassian organizes work across departments, with a portal, queues, deadlines, approvals and a knowledge base. Intercom, with the Fin AI agent, serves people outside the company: customers, growers and co-op members. The platforms integrate, so an external case becomes an internal request with full context. Loonar implements, trains and supports everything locally.
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Ready to bring management out of the dark?
In a maturity assessment, we show which phase your company is in and what the next step is, department by department.