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Read how Clear Tech successfully helped organizations to enhance productivity, streamline processes and achieve increased growth.
World leader in customer experience with headquarters in Colorado, USA. It stands out among its competitors for its technological positioning, digital solutions and the quality of its contact center service. It has presence in 6 continents, with more than 62,000 employees globally and a revenue of more than 1.9 billion dollars (2020).
TTEC was looking to develop a Workforce Automation solution that would provide their WFM and Operations teams with real-time information on what agents are doing, based on various pre-configured rules; alert them, their supervisors and WFM specialists of any performance and schedule deviation.
This solution had to solve the challenge that Real-Time Specialists and Supervisors face both in the office and remotely, providing key metrics for operational performance and significantly reduce costs.
A product was built with Google Cloud Platform and a front end based on React and Node.JS that connects the telephone switches and consumes data in real time, comparing it with the WFM System based on flexible preconfigured rules to understand what the agent was doing, versus what it should have been doing, and trigger alerts to keep the supervisors aware and able to act faster and without losing revenue.
Clear Tech leveraged its profound expertise in the contact center industry to swiftly identify and address the client’s pressing challenges. Through the fusion of this expertise with our business understanding, we successfully engineered a sustainable, scalable solution tailored to the client’s workforce management requirements. This solution was designed to enhance agent performance while driving down overall operational costs.
Grupo Bimbo is the largest bakery company in the world. Founded on December 2, 1945, it has a portfolio of more than 10,000 products under more than 100 umbrella brands. Originally a Mexican company, it is present in 33 countries in the Americas, Europe, Asia, and Africa and has an annual sales volume of 15 billion dollars.
Bimbo faced a significant challenge that revolved around centralizing large amounts of data from multiple sources. The objective was to create a unified and robust repository tailored to meet specific business needs. With a focus on customer-centricity and enhancing overall business profitability, we embarked on a mission to consolidate information silos, streamline data management, and create a centralized hub capable of not only accommodating diverse data streams but also translating them into actionable insights.
The outcome was harnessing the power of data to facilitate and promote self-service BI to empower decision-makers, improve operational efficiency, and ultimately foster a more agile and responsive organization in the pursuit of sustained success, all while automating profitability generation processes.
The input resulting in Clear Tech’s involvement with the project enabled the automation for calculating multiple countries’ profitability by unifying data from numerous source systems into a unified, business, decision-making-oriented format.
Initially, it was a project required for the Argentinean market only; soon, the success of the outcomes led to expanding the solution to several other countries in LATAM, thus becoming a long-term data partner for Bimbo.
The program, known as the Nurse-Family Partnership, was designed for low-income primiparous mothers. The program has been under development for more than 45 years with significant advances in the U.S. and is being implemented in other countries: Holland, England, Scotland, Northern Ireland, Australia, and Canada. Among its leading investors is the Bill & Melinda Gates Foundation.
NFP had been using a Data Model that showed several unnecessary complexities, and the outcomes were struggling to reflect the reality of the business operations accurately.
The main tasks were centered around gathering information from a set of data collection systems, condensing the information in a Data Warehouse, refining it, and enabling insightful information access for end users.
Clear-Tech dived head-first into the project by setting up a parallel Data Warehouse, which fed from the same data collection systems, and restructured the current model in layers, each with data refined to a different degree. We then developed a tool to capture critical business rules straight from the users and apply those rules to the information in the Warehouse, which led to the creation of a final layer with trusted and verified data that allowed for informed decision-making.
Clear Tech tackled the project as an extension of the NFP team, positioning us as a long-term partner. The outcome was optimizing long-term operational costs by reusing human hours spent on system interactions to other productive areas of operation.
Pluspetrol is an independent and international private company with more than 40 years of experience in oil and gas exploration and production. The company has a presence in the United States, Angola, Argentina, Bolivia, Colombia, Ecuador, the Netherlands, Peru, Suriname, and Uruguay. Pluspetrol promotes energy development and encourages activities at an international level.
Pluspetrol experienced a lack of automation of fundamental information download and processing to study the energy market and evaluate different business opportunities and their correlation. With this current model, the information was manually downloaded for ad-hoc analysis requests, losing traceability and requiring a new effort for each dataset update.
Clear Tech kicked off the project by developing an analytical database to gather and integrate information from multiple sources and make projections based on actual, updated market information. Implementing web-scraping techniques through Selenium (Python Library), APIs, and other resources, the data download was automated, resulting in a 75% reduction in the time required for updating the database.
Clear Tech began by focusing on putting our business understanding to work, detecting key areas where to extract untapped operational and economic possibilities. The resulting data extracted from the database allowed for the discovery of emerging trends faster than ever before, granting the generation of key business insights to discern and seize business opportunities at a much more advanced rate.
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