Automation from the inside out: Digital transformation in internal operations improves end-customer experience
According to McKinsey, more than 701% of consumers put the way they are treated above the price itself when making a purchase. This data highlights the growing importance of optimizing the customer experience, especially with the increase in digital purchases. Process automation emerges as the basis for digital transformation, and is essential to guarantee this superior and fluid experience.
“Attracting, retaining and satisfying customers is a challenge that companies need to solve. Meeting consumer demands requires planned and integrated investment in automation strategies. Thus, by combining automation with BPM (Business Process Management) tools, companies improve the user experience and leverage the efficiency of their internal processes,” says Hermínio Gonçalves, CEO of SoftExpert Brazil, company that provides solutions for managing excellence and corporate compliance.
Illustrating the scenario, Sicoob Engecred, a financial institution, acquired agility and precision to deal with IT demands by integrating its chatbot with SoftExpert's BPM solution. In 2023, of the 460 requests recorded, 396 (86,09%) were answered by the chatbot itself, including 122 calls forwarded to the IT team. Users rated the service with a score of 4.7 (out of 5.0) in terms of satisfaction. With integration, the cooperative member registration process also brought gains, increasing productivity by 68% and recording savings of 158 hours per month, allowing greater agility and focus on critical stages. The partnership, which has been in place since 2015 and was driven by the pandemic, also promoted gains in the process of guarantee and compliance for Sicoob's socio-environmental risk. Through automation, credit operation request data is promptly verified across multiple sources, enabling an immediate response on the applicability of socio-environmental risk management.
In this context, customer relationships are a fundamental component for providing feedback and enabling the experience to be improved. Considering the procedures involved in the process, automation comes through the optimization of the entire internal operation. Thus, there are technology options to be used: Robotic Process Automation, Artificial Intelligence and Artificial Intelligence Agents.
With a primary focus on internal processes, RPA is a technology that uses software robots to automate repetitive tasks, such as entering systems, collecting data, performing calculations, filling out forms, among others. AI, on the other hand, involves a set of technologies with capabilities in natural language processing (NLP), computer vision, machine learning (ML) and speech recognition.
Finally, AI agents are the combination of RPA and AI. This allows automated robots to understand and interpret unstructured data, make decisions based on complex analyses, and learn from interactions to improve performance over time. Their application in internal processes allows large volumes of data to be analyzed, providing insights for strategic decision-making in various areas of the company.
Together, these technologies can transform the way companies interact with their customers. To achieve this, it is essential to have an approach that aligns the ability to integrate and optimize the organization’s internal processes with its respective business objectives. “Business Process Management (BPM) is essential to ensure that automation is aligned with the real needs of companies, helping to accelerate operations and increase organizational efficiency,” concludes the CEO.
Regarding the SoftExpert:
Operating in the business management software market, SoftExpert was founded in 1995. Currently, the brand has more than 500 employees, 2,000 customers, 3 million users spread across all continents in around 50 countries, 300 partners around the world, including strategic alliances with companies such as AWS, Baker Tilly and Kodak Alaris, in addition to business units in 12 countries, including Brazil, Mexico, Colombia, USA, United Kingdom, Spain, Germany, Italy, France, Turkey, Australia and Portugal.
This is because SoftExpert has solutions for companies that range from business management and corporate quality to environmental, project and government management in just one contract for its clients, providing them with greater efficiency, agility and savings. 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 multilingual modules that integrate to automate processes and optimize different business areas of organizations. The company achieved a 4.4 rating on Glassdoor, seeking to add good experiences to the journey of everyone connected to the platform.
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