Segments

JOB:

IT diagnostics

CHALLENGES:

• Identify tools to optimize and automate the point-of-sale deployment process in an end-to-end view;
• Propose a digital transformation plan suited to the company's short, medium and long-term objectives.

HOW DO WE SOLVE

• As an important part of our IT Jobs for companies, after studying and diagnosing the structure of processes and the technologies that supported the business, we proposed to generate an improvement in the level of adherence of the systems to these processes (BPMS), making them more automated, with less systems and more integration. Thus, we increased the use of systems already in place and made the overall customer process much more fluid.

JOB:

Diagnostics and IT planning

CHALLENGES:

• Plan the best structure for the revenue cycle journey in a kindergarten to high school institution;
• Finding the best guidelines and priorities for automating the revenue cycle journey.

HOW DO WE SOLVE

• After immersing in the client's revenue journey our IT Jobs for companies identified where the opportunities for improvement were, and thus we proposed raising the level of adherence of the systems to this journey. So, the proposal was to design a new journey, more automated and more integrated, using fewer systems. All changes were directed towards an effectively Omnichannel service, whose channels are focused on financial results that consider short, medium and long term. Finally, those involved in the new process and new tools were properly trained by our team.

JOB:

DPD; customer portal deployment (including Job order queue and financial control)

CHALLENGES:

• The client needed to rewrite the entire backend from the old system architecture (WCF) to the new architecture (.NET Core), in addition to ensuring that its portal would not lose stability. For this purpose, it was also necessary to perform, among the IT Jobs for companies, the automation of the implementation, migration and improvement in database performance.

HOW DO WE SOLVE

• First, we used Jenkins to automate database implementation and then we used code first as the developer's control in its evolution; finally, we finalized the versioning and evolution of the database with migrations. We then proceeded with indexing slow searches and transcribing the old code into the new architecture.

JOB:

Improved customer experience; implementation and planning of the CX area

CHALLENGES:

• Service channels were decentralized and the team’s replies weren’t standard;
• There was a high rate of turnover in the team, due to difficulties in managing people;
• The agents had low productivity and engagement, they manipulated the database manually.

HOW DO WE SOLVE

• We centralized all service channels in a single system, also inserting the Zendesk Explore tool to obtain personalized and automatic reports, targeting goals and results. Our IT Jobs for companies improved the customer experience by providing self-service articles with the Zendesk Guide. In addition, we reduced the waiting time for assistance using SLA rules in Zendesk Support, by up to 40 minutes via WhatsApp.