Transforming and Innovating the CX Quality Process

The Challenge

Bia Energy, a leading Colombian company in the energy industry, combines data from smart measurement infrastructure with energy marketing through a customer-centric app and web platform. This enables users to control their consumption and energy costs. However, due to its exponential growth, Bia was facing significant challenges in managing its quality processes for customer support operations:

• •Manual and reactive quality process requiring multiple tools and steps.
• •Time-consuming workflow with high risk of errors due to repetitive manual tasks.
• •Limited ability to respond to real-time issues due to delayed analysis.
• •Restricted sampling that didn't reflect operational reality.

The Solution

The implementation of Oversai allowed for the automation and centralization of much of the process. Evaluations are now conducted directly within the CRM, eliminating the need for multiple tools:

• •Automated evaluation setup based on specific operational criteria.
• •Immediate agent notifications with results and dispute resolution system.
• •Customized reporting system for real-time decision-making.
• •AI integration for comprehensive interaction analysis and insight detection.

Impact & Results

The implementation of Oversai's solution delivered significant improvements:

• •80% reduction in QA time through process automation
• •100% automated reporting enabling instant access to key metrics
• •80% cost savings through time and resource optimization
• •Shift from reactive to proactive approach in quality management

Looking Forward

The collaboration has been incredible. Bia Energy has proven to be a strong ally, fully grasping the core principles that drive Oversai and recognizing its potential to revolutionize operations through our Data-Logic-Action framework. BIA is exploring opportunities to expand into additional use cases within the organization.