AlmavivA adopts centralized monitoring to support operations management in home office
Almaviva do Brasil is collecting the rewards of having implemented, a year ago, the Operational Control Center (NOC), even more so at a time when most employees are proving support service activities from home. The Company has been able to monitor all Latin American operations from one place, 24 hours a day, 7 days a week.Data: 29.05.2020
Almaviva do Brasil is collecting the rewards of having implemented, a year ago, the Operational Control Center (NOC), even more so at a time when most employees are proving support service activities from home. The Company has been able to monitor all Latin American operations from one place, 24 hours a day, 7 days a week. “This highly technological environment enables monitoring in a true integrated operations center. Even during the Covid-19 crisis, the advanced system is allowing us to maintain a broad and constant monitoring standard of home office operations – which currently corresponds to more than 50% of all AlmavivA staff – also by mobile phone”, explains Marcelo Coppini, Director of Planning and Control at AlmavivA.
The implementation was so positive that, in addition to monitoring the operations of all Company sites in Brazil, it has been extended to operations in Colombia. “And it is not only a reporting tool, but it also controls operations efficiency, facilitating decision-making on a day-to-day basis,” says João Paulo Pais, operations planning & control supervisor. Among the improvements after the implementation period, the executive says that the efficiency gain, which was the ultimate goal, was achieved. “We planned to have the governance of all operations, standardized processes, agility in issue dealing and problem solving. And we’ve fulfilled all the expectations.”
Performance levels have also got improved in terms of quality and production. He explains that before the Operational Control Center, each operation had a different platform, which did not allow a clear view of the whole, whereas now, with the NOC, in a single panel it is possible to see how many customers are in the service queue, how many operators are available; volumes of calls can be measured; SLAs (Service Level Agreement) can easily be achieved; customer information are retrieved in real-time. In addition to this, the tool analyzes an span of time, showing all historical indicators of the previous two months, also by mobile phone.
The supervisor adds that the Company scope is to always keep on evolving, “so we are already working on new technologies, such as a messaging tool within the system, in which it is possible to register alerts with escalation matrix, to send notices to customers and employees, improving communication and enabling a greater traceability feature of all conversations and reports. Moreover, thanks to Artificial Intelligence features, information about any specific part of the operation can be provided very quickly and at any time. With a high degree of security, blockages and monitoring history, indeed”, he concludes.