Transforming Customer Support Operations with Real-Time Analytics

The Challenge

Jüsto, an emerging leader in digital grocery experience across Mexico, Peru, and Brazil, faced significant operational challenges in their customer support performance monitoring:

• •KPIs were scattered across four different sources, requiring manual weekly data extraction and consolidation into Google Sheets.
• •A dedicated employee spent significant time on manual data gathering and compilation, increasing operational costs.
• •Manual calculation of monthly agent bonuses based on multiple KPIs was time-consuming and prone to errors.
• •Lack of real-time monitoring made it impossible to detect and address issues promptly.

The Solution

Oversai provided Jüsto with a comprehensive solution that transformed their customer support operations:

• •Unified platform consolidating all KPIs including response times, handle times, CSAT scores, resolution rates, and quality assurance metrics.
• •Real-time performance monitoring enabling proactive management and immediate issue detection.
• •Automated typification score calculation, replacing a complex process involving multiple spreadsheets.
• •Streamlined workflow allowing the team to focus on performance improvement and coaching.

Impact & Results

The implementation of Oversai's solution delivered significant improvements:

• •Complete elimination of manual data collection and consolidation processes
• •80% reduction in time spent on key operational processes
• •60% cost savings through tool consolidation and process automation
• •Shift from reactive to proactive management through real-time monitoring
• •Enhanced ability to provide targeted coaching and performance improvement

Looking Forward

Building on these successes, Jüsto continues to leverage Oversai's platform to further optimize their customer support operations. The automated, real-time nature of the solution positions them well for continued growth across their Latin American markets while maintaining operational excellence and customer satisfaction.