“We used seven different systems to manage the process of new customers, for example, which ranges from queries to implementation and involves several areas, with several steps that were extremely manual, conducted by email, making it impossible to control, track and establish deadlines, causing losses and delays”.

The search for an integrated management tool

Market leader in Brazil and one of the most important employers with 60,000 employees, the multinational contact center Atento had a clear challenge: to automate and integrate the largest number of processes in the company, allowing end-to-end management. Hence, in 2020, the organization searched the market for a modular and scalable solution that would meet in a collaborative manner all business demands in an interconnected way. The wide range of solutions and possibilities were the main reasons for choosing the SoftExpert Suite platform.

Automation as a driver of digital transformation

After choosing the solution, the next step was to name the project that would highlight a new phase at Atento. For this, the organization, which has the tradition of renaming its systems, launched an internal campaign to choose the name. There were more than 300 suggestions and the option selected by a committee is the one that best represents the platform's proposal. The SoftExpert Suite solution was named Siga, an acronym in Portuguese for Atento Integrated Management System. Together, SoftExpert - global supplier of solutions for the integrated management of compliance, innovation, and digital transformation and TGN Brasil - SoftExpert's partner company responsible for implementation, worked as allies in Atento's transformation. The SofExpert Suite solution, combined with the AWS cloud environment, was critical for the success of the Siga project, enabling access to a robust, safe, and efficient technological architecture, without requiring Atento to invest in servers, databases, and operating systems, as would happen in a traditional IT architecture. In addition to offering greater reliability and availability of services, all infrastructure management becomes simpler, reducing operating costs for the customer. And just five months after the project Go Live, the results were already significant: more than 10 automations in the tool, including integrations with ERP and CRM systems. Currently, several company areas have automated processes. In addition to eliminating parallel controls and becoming more agile with automations and integrations, the project sponsor highlights the importance of traceability and visibility of tasks, with clear demands, defined deadlines and history records.

“Now, we can monitor which activities are outstanding and who is responsible,” points out Maisa

From Brazil to the world: good practices replicated in other countries

SoftExpert Features

• Low implementation complexity
• Excellent cost x benefit ratio
• Integrated components
• Agile Software
• Platform in cloud