AlmavivA grows despite the crisis
Despite the negative effect of the current health, and consequently economic, crisis caused by the Coronavirus affecting most Companies, many enterprises which have already taken over the digital innovation process are carefully watching the growth of both business and partnership, in addition to financial strenght, during the pandemic.Data: 09.07.2020
The Company gained 5 new customer over the past few months and attributes success to its digital DNA
Despite the negative effect of the current health, and consequently economic, crisis caused by the Coronavirus affecting most Companies, many enterprises which have already taken over the digital innovation process are carefully watching the growth of both business and partnership, in addition to financial strenght, during the pandemic.
Within the Customer Experience sector, best practice comes from AlmavivA do Brasil, the 5th largest company in the Country, achieving 5 new customers in the past months, in the Internet/Technology, Retail/E-commerce, Financial Services and Entertainment industries.
When explaingin why these companies decided to move on the adoption of services such as digital customer care, customer experience & engagement with AlmavivA, the Managing Director of New Business Development & Marketing, André Pandolfi, highlights the set of solutions developed in partnership with the technological arm of te Company: Almawave. “AlmavivA has reached for quite some time a leading position and good performance with a strong digital mindset. Our value proposition of solutions launched in 2019 includes several tools and systems based on Artificial Intelligence for process automation, from system routine to customer interfaces, via means of bots, to increment, exponentially, operations productivity. We consider as a fundamental factor the balance between digital channel availability and practicality, but always together with proximity and empathy, with are features of the human support”, explains Pandolfi.
According to the manager, all this enabled the required innovationso that, today, the Company bears the capability to keep its operations at full regimen, and has increased them, even with more than 60% of services teams working in home office, with no loss of securirty, productivity and quality.
And the volumes are impressive. For these 5 new customers, there currently are more than 500 professionals assigned to these operations, and more than 650,000 interactions a month, foreseeing to reach by the end of the year, about 1,1 mln interactions/month, by hiring an additional amount of 400 agents. “Of this total, more than 50% of calls are executed through digital channels, which is another sign that t reality the “new normality” is already a reality for companies of different industries, and above all, those leading the digital world”, added the manager.
in this periodo of social isolation, in which people have spent more time at home, the demand for remote interaction between consumers and enterprises has increased more and more, and it is very important that companies can guarantee business operation, turning activities into mixed, digital and human, interaction.
“It is a path with no turning back. New technologies require to connect physical and virtual world, not only in periods like the one we are living now. The quest for online services and, mainly, for agility was already increasing, and in accelerating now. This will increasingly require support, more and more, in service channel which are already moving at the speed and quality consumers require. For this reason, we have been investing in disruptive technology for a while, and will keep on this way”, he concluded.