Caso Práctico
Development of solutions for incident resolution
Industry
- Transport & Logistics
- Postal services
Challenges
In order to optimise our client’s customer service to the end customer, it is regularly necessary to:- Analyse improvement requests and incidents.
- Identify the ideal solution or tool for the issue presented.
- Develop that solution, ensuring the rapid resolution of incidents that would otherwise be dealt with in an excessively labour-intensive and time-consuming manner.
Solutions
Two solutions were developed within the scope of this project:
1. Improvement in the automatic electronic seal process:
- Improved process for identifying services and assigning electronic stamps.
- Increased agility during the distribution process for parcel delivery.
2. New object search service for voicebot:
- Greater accuracy in understanding the object communicated by voice, by the customer, with a significant increase in correct responses.
- Increased speed in searches conducted through this means, with shorter response times.
Methodology
Scrum.
Technologies
Solution 1:
- PL/SQL
- XML
Solution 2:
- PL/SQL
Timeline and resources
Solution 1:
- 2 sprints
- 1 Software Engineer
Solution 2:
- 1 sprint (about 15 dias)
- 1 Software Engineer
Results and customer experience
Solution 1:
- Mapping and improvement of the distribution process, with a reduction in manual work.
- Increase in employees’ time efficiency and speed in dispatching orders.
Solution 2:
- Improvement of the process for identifying the item specified by the customer, resulting in a satisfaction increase for 98% of cases.
- Higher quality and speed of the voicebot service.