Américas BPS is a contact center that offers BPS and BPO services; its business process services model represents an evolution of the outsourcing concept and adds significant value through the development of unique, technology-driven business processes.
Its business model helps build and enhance its clients’ value proposition, thereby increasing their operational efficiency and generating an immediate positive impact on their business. Americas Business Process Services is a company that began operations in 2003. Concepts such as customer loyalty, technological advancement, innovation, and a results-oriented approach—combined with a solid track record in business process development—have made us one of the leading companies in the sector, offering unique and flexible solutions tailored to the needs of our clients and the market.
The main challenge was that there was no confidence in the indicators being used. The tool available had a very limited set of indicators; a great deal of work had to be done on the reports because only an Excel file was downloaded, and the information it contained was quite limited. This required performing a series of calculations that distorted the data and made the final reports unreliable.
From an operational standpoint, the previous tool did not allow for the management of the workflow for cases created by users, which made it even more difficult to track and comply with service level agreements.
“Since we started using the Aranda Software tool, both the figures and the information we have about the technology services we provide have become much clearer. We now have both qualitative and quantitative data to analyze, which makes it easier for the entire team to make key decisions.”
Director of Services / Head of Services
Solutions from various vendors were evaluated; however, there were key differentiators that tipped the scales in favor of Aranda Software, such as:
- Aranda IVR
- The inclusion of chat
- This tool offers excellent value for money—it ranks among the best in its class but comes at an affordable price.
When we were looking for a large-scale platform, we also wanted it to integrate with other systems required by the IT department, such as remote control of devices and device inventory management; in this regard, Aranda Software’s offering was superior in every way.
Since we started using Aranda Software’s Aranda Service Desk and Aranda Client Management tools (Software Delivery, Power Management, Metrix, and Asset Management), both the metrics and the information we have regarding the technology services we provide have become much clearer. We now have both qualitative and quantitative data for analysis, which makes it easier for the entire team to make key decisions.
Thanks to Aranda Service Desk we can manage various processes within the institution through a single console and provide support for different types of cases, such as: requests, service requests, incidents, problems, and changes.
Negotiating directly with the manufacturer has definitely been an advantage; the process goes smoothly, and the fact that it’s a local manufacturer makes the relationship easier—something that doesn’t happen with multinationals that don’t have a local presence, which makes it much harder to resolve any issues. Not only have we seen a lot of interest, but we’ve also received prompt advice and solutions to our needs, preventing delays in our work. We’ve always had a very close relationship.
The main impacts we have observed on the business are as follows:
- 1. A significant increase in compliance with service level agreements (SLAs).
- Customer perception of our service has improved.
- Monitoring employee productivity.
- Monitoring of flows and statuses, enabling a quick and accurate response.
We have successfully met and maintained the SLAs agreed upon with our clients. Initially, there was skepticism about the numbers, but now, with Aranda Software, we have achieved a new stabilization curve that has allowed us to reach a break-even point.
Discounts have been secured on invoices through compliance and the management of hardware and software inventories to inform decision-making regarding them.
Before implementation, we had a compliance rate of 90% or less; however, this figure was not reliable. The department’s overall goal for ANS compliance is 95%, and since implementation, we have exceeded 95%. The growth curve started out like this:
1st month: 87%
2nd month: 90%
3rd month: 94%
and from that point on, between 94% and 95%; we are now confident in the figure and can make decisions based on the result.