Sign in production STATUM The First Draft is the multinational ATENTO

ATENTO is a leader in the field of Business Process Outsourcing (BPO) services specifically Customer Relationship Management (CRM) with over 10 years of experience in the area of ​​telecommunications and in over 15 countries.

Information Development:

Bull was the company responsible for selling outsourcing services APIA implementation of BPM in ATENTO Brazil, which currently has more than 100,000 employees.
Back Office draft, ie, a solution capable of reducing the complexity of operations and administrative processes taking into account the different levels of maturity and volume of each company was stipulated. This time the project had three stages and the first took beginning in September 2014.

Control activities BackOffice:

* PHASE 1:
Pensions - Deposit Accounts
Pensions - Business Credit Cards
Credit Card Applications
Refunds

* PHASE 2: Telephony covers the following sub-processes
Exchange transactions, locking and clean lines
Device Replacement
Device Replacement no residual
Technical assistance

* PHASE 3:
Solutions for travel and accommodation
Purchases up to 3k
Purchases over 3k.

ATENTO opted for the use of APIA because the processes were performed manually unsupervised delays, besides using traditional forms. It was necessary to begin to automate processes for greater control of them.

Among the strengths of APIA, speed of execution and the professionals who have been trained on the use of the tool is highlighted. While the entry into production ATENTO was early December 2014, the advantages of APIA are already visible: accelerated processes, records could be supported, decreased sending mails and paper waste destined dramatically decreased the impressions. Moreover, control delays that triggers an automatic alert notice what happened to the company was applied.

This tool was instrumental ATENTO, because employees are not process analysts, but perform their day and standardized daily, therefore, the platform could help understand the scope of domestic business and also suggest improvements the work performed. Otherwise, would only automating a process that was previously manual, but would not exploiting the potential of optimization tasks offered by the tool.

In ATENTO was due scan a large volume of documents that entered the system, which then stored in a folder and finally annexed to APIA- BPM process. The software could provide a native interface to scan documents and perform OCR readings. This is a differential with respect to other products of the same category.