AUTOMATION PRACTICE. Automation practice on outsourced operations at Liq

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1 AUTOMATION PRACTICE Automation practice on outsourced operations at Liq

2 IT executive Speaker Dante Minucci Responsible for software development, automation and innovation Brazilian and Spanish citizenship I hold a Masters' degree in Computer Engineering (MSc) focused in Software Engineering In charge of maintaining and expanding the best-practices RPA at Liq An expert on emerging Technologies. Specialties: Automation, AI, Agile, DevOps, Design Thinking, IT Infrastructure, Software Development.

3 Liq Team Methodology Challenges Digital transformation and RPA Benefits and lessons learned Business results

4 Desktop Automation Automation practice on outsourced operations 4

5 Our company

6 We are a customer-experience company. We strengthen relationships between brands and consumers through all-line solutions. 6

7 More than 17 years in business, focused on the Brazilian market sites in 10 states million interactions per month with customers,000 workstations 2bi annual billing +55,000 employees 7

8 Fortaleza João Pessoa Recife Rio Branco Salvador Londrina Porto Alegre São Paulo Belo Horizonte Rio de Janeiro Nationwide operations. Possibility of opening new fronts. 5

9 The highest standard of corporate governance Listed on the São Paulo Stock Exchange s Novo Mercado the company adopts a standard of totally transparent disclosure, making its level of trust even greater among customers and stakeholders. Liq Participações SA BVMF: LIQO3 9

10 Our motivation To be recognized as the best alternative for anyone who wants to evolve the way of relating to their customers. 10

11 Video - Institucional 11

12 We are the first all-line customer-experience company in Brazil. We have on-line and off-line solutions for any brand to offer the best experience throughout the consumer s entire relationship journey. 12

13 Our team

14 Desktop automation created with human wisdom. 14

15 Our Team

16 Digital Transformation and RPA

17 Is not only about technology Feedback Active participation High capable multitask and multidisciplinary team Best practices methodologies RPA / Desktop Automation tools Engagement to employee performance and customer loyalty

18 Digital Hotspots Journey Mapping Agreement Processes optimized Satisfaction levels among consumers Unique user interface Real-time next-best-action Increase partner loyalty Relationship channels customized Explore the omnichannel relationship Robotic Process Automation User-centered design Cross-disciplinary collaboration and insights Client s needs Consumer s needs Contact Center Relationship Management Customer Experience Ongoing and Future Customer Experience Focus on developing new products and relationship solutions Exploring the omnichannel relationship Provide fully scalable agility with RPA solution Use RPA for most frequent and high-volume contact center processes Create a highly capable multitask and multidisciplinary team Analyzes consumer behavior and improve customer satisfaction Solves real business problems and satisfies agent needs Customer and end-user engagement and support Active participation of team members and solicited feedback from frontline agents Relationship channels customized and all processes optimized to meet comsumer's needs

19 Our methodology

20 Rapid building and frequent delivery of software and system updates, with continual user involvement Customer Engagement Employee Empowerment Automatio n Desktop Set up and manage multiple environments (sandboxes, forks, A/B testing) Product Management Workforce Optimization Test new ideas and learn from the failures as well as the successes Automate development environment setup (dev, staging, prod), immutable infrastructure

21 Methodology Discovery Elaboration Construction Embed Extensive process Prototyping Completing Training research Design requirements Single UI and Qualitative and Configuration Developing and next best-action Quantitative Business testing User centered Change customer requirements Acceptance design behavior criteria Collaboration Precise areas to Trial and insights be addressed Additional needs Solve real problems

22 Scrum Meeting 24Hs. Requirement analysis and review (documented) Initial requirements Discover Backlog Sprint meeting High priority tasks Sprint Backlog Elaboration Backlog task expanded by team Sprint Iteration Review, Integration, Retrospection and feedback Construction Working product Change management Defect report Release the product and support for defects Embed

23 Vídeo (IT)

24 Our challenges

25 Success Criteria (Criteria for Assessment) Mission What is the purpose of our project? Discovery How to succed in new situations? Delivery How can we be more resilient? Evaluation Results (Lessons Learned)

26 Create a great CX strategy Agent efficiency Customer satisfaction Increase Productivity Solutions tailored to any business Rapid solution deployment Rapid employee onboarding

27 Benefits and Lessons Learned

28 We transform experience into results, with NICE Desktop Automation and tailored services. 28

29 Commitment to results Reduction in Average Handle Time Reduced agent errors Cost Savings Employee Engagement Less agent onboarding time Bulding Team Skills Improved employee productivity

30 Continuous RPA Improvement NICE extensive global experience Enterprise-wide Profitable services Prototyping and evalutating Serve company well into the future Flexible IT resource for continuous improvement Refine RPA and methodology

31 Vídeo (end-user)

32 Business Results

33 Shippable Benefits Decreased AHT by approximately 9% 10-15% less agent onboarding time for new clients Preventing agent errors by 55% Improved team skills and employee engagement

34 Shippable Products K workstations with NICE Desktop Automation 17 Liq 9 NICE 4 Liq 9 NICE Automating +40 desktop applications

35 Our awards

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