A global company, leader in packaging production <\/strong>of paper, with operation in 23 countries in Europe and 12 countries in America<\/strong>; had the challenge of improving service SLAs to customers, in order to improve quality in various areas and business processes.<\/p>\n\n\n\n In an environment where processes needed to be digital transformation <\/strong>Due to the restrictions caused by Covid-19, this company decided automate your processes<\/strong> customer service.<\/p>\n\n\n\n Challenges in customer service<\/strong><\/p>\n\n\n\n Among the challenges they faced in providing efficient customer service were: multiple sources of start of requests, manual tracking of requests, lack of traceability, and difficulty in monitoring both requests and the process.<\/p>\n\n\n\n Our proposal was the process of automating customer service using Microsoft technology. To implement this automation, we documented the process from the perspective of all the areas and people involved, and reengineered the process, aligned with the business rules and objectives of the company.<\/p>\n\n\n\n To standardize the requests and their follow-up, we created applications in Power Apps and mapped the business flow with Power Automate<\/a>. As a complement to the project, we implemented a dashboard to improve monitoring and decision-making, with Power BI<\/a>.<\/p>\n\n\n\n Now our client has an automated process that allows them to focus their efforts, handle all requests in less time, monitor the entire process, and meet their SLAs; thus achieving:<\/p>\n\n\n\n Agilizando el Servicio a Clientes Una compa\u00f1\u00eda mundial, l\u00edder en producci\u00f3n de empaques de papel, con operaci\u00f3n en 23 pa\u00edses de Europa y 12 pa\u00edses de Am\u00e9rica; ten\u00eda el reto de mejorar los SLAs de servicio a clientes, para mejorar la calidad en diversas \u00e1reas y procesos de negocio. En un entorno donde los procesos necesitaban una transformaci\u00f3n digital debido […]<\/p>\n","protected":false},"author":3,"featured_media":344734,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","footnotes":""},"categories":[17],"tags":[],"class_list":["post-344733","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-casos-de-exito"],"_links":{"self":[{"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/posts\/344733","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/comments?post=344733"}],"version-history":[{"count":1,"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/posts\/344733\/revisions"}],"predecessor-version":[{"id":344735,"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/posts\/344733\/revisions\/344735"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/media\/344734"}],"wp:attachment":[{"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/media?parent=344733"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/categories?post=344733"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/scanda.com.mx\/en\/wp-json\/wp\/v2\/tags?post=344733"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Automation with Power Platform<\/strong><\/h2>\n\n\n\n
Benefits<\/h2>\n\n\n\n
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