INDEC:
Consultancy and development services to validate data
Tecnovoz began as a leading company in IP telephony. When we met, it had a management system that was incompatible with new technologies. Our CTO as a service service at the operational level set out to migrate towards new technologies and comprehensively optimize its development processes to increase the productivity of its team. For this, we proposed to them to develop a new personalized CRM and improve their daily processes. The successful implementation of the new CRM, the integration of social media communications and improvements in operational processes generated immediate benefits, such as greater efficiency, differentiation in the market and an improvement in customer satisfaction. Tecnovoz trusted our work and managed to offer an innovative product in the field of communications and technology, consolidating its role in the contact center industry and the corporate market.
PROJECT DESCRIPTION:
Tecnovoz faced the challenge of migrating its legacy communications management system to new technologies. In addition, they needed to improve their daily processes and continue innovating in the field of communications and technology. To begin the consulting process, we made a diagnosis of the software development processes they had and found the available improvement opportunities. We also undertake process optimization work based on the definition of KPIs, for which we work closely with their development teams, identify bottlenecks and implement best software engineering practices seeking to improve efficiency and productivity. Finally, we ensured that the improvements implemented were generating the desired impact with monitoring work.
SOLUCIÓN PROPUESTA:
Trabajamos en estrecha colaboración con Tecnovoz para desarrollar un proyecto de migración y mejora tecnológica. Nuestra propuesta incluyó los siguientes elementos clave:
-
Desarrollo de un nuevo CRM: Para modernizar el sistema de gestión de comunicaciones, nos propusimos desarrollar un nuevo CRM (Customer Relationship Management) específicamente diseñado para las necesidades de Tecnovoz. Este nuevo CRM ofrecería una interfaz intuitiva, capacidades avanzadas de gestión de clientes y una integración fluida con otras herramientas y sistemas internos.
-
Migración del sistema: Diseñamos y ejecutamos un plan detallado para migrar el sistema existente hacia el nuevo CRM. Esto implicó la transferencia de datos, la configuración de la plataforma y la realización de pruebas exhaustivas para garantizar una transición sin problemas.
-
Integración de comunicaciones con la API de Whatsapp: Dada la importancia de las redes sociales en las comunicaciones actuales, desarrollamos un software que permitió a Tecnovoz gestionar comunicaciones a través de Whatsapp. Esto les brindó nuevas oportunidades para interactuar con sus clientes y mejorar la experiencia del usuario.
PROJECT EXECUTION:
We implemented a Scrum-based agile methodology that allowed us to maintain constant communication, deliver software increments in short periods of time, receive regular feedback, and make adjustments as necessary. Close collaboration with the client was key to the success of the project, because the team was integrated and communication was effective.
RESULTS AND ACHIEVEMENTS:
The implementation of our proposal generated significant benefits for Tecnovoz:
Greater operational efficiency: The new CRM provided Tecnovoz with a modern and efficient platform to manage its communications and relationships with customers. This resulted in greater operational efficiency, faster response times, and better internal collaboration.
Innovation and differentiation: Thanks to the integration of communications in social networks, Tecnovoz was able to offer its customers an improved experience adapted to current trends. This allowed them to stand out in the market and differentiate themselves from the competition.
Process optimization: By improving daily processes, Tecnovoz achieved greater productivity and a reduction in errors. Automating routine tasks freed up time for the team to focus on strategic, higher-value activities.
KEY SUCCESS FACTORS:
Several factors were fundamental to the success of the project:
Highly competent team: Our development team has extensive experience in .NET Core and React, which guaranteed quality and efficiency in the implementation of the project.
Effective communication: We maintained close and constant communication with Tecnovoz, which allowed us to thoroughly understand their needs and provide personalized solutions.
Agile methodology: We used the agile Scrum methodology, which allowed us to quickly adapt to changes and receive regular feedback
Customer-centric approach: We engage closely with the Tecnovoz team, working as an integrated team and prioritizing your needs and objectives.
CHALLENGES OVERCOMED:
Limitations of the existing system: One of the initial challenges was dealing with the previous CRM which, being desktop applications, presented limitations in terms of architecture and performance. This required extensive analysis and careful planning to ensure seamless integration with the new applications developed.
Change management: Implementing a new system involves a change in the way employees perform their daily tasks. This can create resistance to change and require effective organizational change management. It was necessary to proactively engage end users, provide appropriate training, and communicate the benefits of the new system to ensure successful adoption.
Coordination and Communication: Since the project involved multiple teams and stakeholders, coordination and effective communication were significant challenges. It was necessary to maintain constant communication between Tecnovoz's own development teams and our teams to ensure alignment and timely problem resolution.
These challenges were addressed through careful planning, close collaboration with Tecnovoz and a problem-solving approach. Through adaptive strategies, solid technical resources and effective communication, the challenges were overcome and the successful implementation of the new CRM and the integration of communications in social networks was carried out.
