With SoftExpert Suite and Amazon Web Services technologies, Atento Brasil advances in the digital transformation journey
Just as customer experience has become a fundamental part for the success of organizations, investing in technology is no longer a matter of choice. With an increasingly demanding and constantly evolving market, companies that understand this new reality, seeing the innovation culture as part of the business, are better prepared to generate value for customers.
The road to digital transformation is a long one, it is not something that happens overnight, after all, it goes far beyond the use of new technologies and a key factor involved is the change of mindset. In its pursuit of this evolution, Atento created the Siga project and, through the SoftExpert Suite and Amazon Web Services solutions, implemented a digital management framework, placing technology at the core of the business, controlling multiple processes from end to end.
The search for an integrated management tool
Market leader in Brazil and one of the most important employers with 60,000 employees, the multinational contact center Atento had a clear challenge: to automate and integrate the largest number of processes in the company, allowing end-to-end management.
Hence, in 2020, the organization searched the market for a modular and scalable solution that would meet in a collaborative manner all business demands in an interconnected way. The wide range of solutions and possibilities were the main reasons for choosing the SoftExpert Suite platform.
Atento’s Process and Certification Manager and project leader, Maisa da Cruz Lima, describes the scenario before adopting the technology. “We used seven different systems to manage the process of new customers, for example, which ranges from queries to implementation and involves several areas, with several steps that were extremely manual, conducted by email, making it impossible to control, track and establish deadlines, causing losses and delays,” recalls Lima.
Automation as a driver of digital transformation
After choosing the solution, the next step was to name the project that would highlight a new phase at Atento. For this, the organization, which has the tradition of renaming its systems, launched an internal campaign to choose the name. There were more than 300 suggestions and the option selected by a committee is the one that best represents the platform’s proposal. The SoftExpert Suite solution was named Siga, an acronym in Portuguese for Atento Integrated Management System.
Together, SoftExpert – global supplier of solutions for the integrated management of compliance, innovation, and digital transformation and TGN Brasil – SoftExpert’s partner company responsible for implementation, worked as allies in Atento’s transformation.
The SofExpert Suite solution, combined with the AWS cloud environment, was critical for the success of the Siga project, enabling access to a robust, safe, and efficient technological architecture, without requiring Atento to invest in servers, databases, and operating systems, as would happen in a traditional IT architecture. In addition to offering greater reliability and availability of services, all infrastructure management becomes simpler, reducing operating costs for the customer.
And just five months after the project Go Live, the results were already significant: more than 10 automations in the tool, including integrations with ERP and CRM systems. Currently, several company areas have automated processes.
In addition to eliminating parallel controls and becoming more agile with automations and integrations, the project sponsor highlights the importance of traceability and visibility of tasks, with clear demands, defined deadlines and history records. “Now, we can monitor which activities are outstanding and who is responsible,” points out Maisa.
From Brazil to the world: best practices replicated to other countries
With the software consolidated and incorporated into the company’s culture, new needs and improvements arise daily, many of them suggested by the employees who are already used to the tool and can model processes in an agile way.
With the success at Atento Brasil, interest in the platform started to grow in other units around the world. Maisa explains that gradually and with the maturity of the processes, it was possible to show the importance of the tool and how it can be useful in a corporate structure. In fact, other demands have already been replicated in other countries and the expectation is that these best practices will be increasingly disseminated. In addition, following the continuous improvement methodology, the company is focused on eliminating other operational activities, integrating the RPA and AI systems.
Atento is the largest service provider of customer relationship management and business process outsourcing in Latin America and is among the top five providers in the world, based on revenues. The company has developed its business model in 14 countries, where it employs 150,000 people and has more than 400 customers. Most of these customers are multinational corporations that are leaders in their sectors, to which it offers a wide range of CRM/BPO services through multiple channels.
Operating in the business management software market, SoftExpert emerged in 1995 in southern Brazil. Currently, the brand has over 500 employees, 2,000 customers, 600,000 users spread across 50 countries, 300 partners worldwide, including strategic alliances with companies such as AWS, Bakertilly, Deloitte, Kodak Alaris, and DocuSign, in addition to business units in 9 countries. This is because SoftExpert has solutions for companies ranging from business management and corporate quality to environmental, project and government management in just one contract for its customers, providing them with greater efficiency, agility, and cost-effectiveness. Its global presence shows that SoftExpert adapts its range of services according to the needs of companies, as well as their locations. The platform offers a set of multi-language modules that are integrated to automate processes and optimize different business areas of organizations.