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In over 10 years of operation, we’ve successfully optimized customer service operations and delivered significant results for our clients across various sector. Explore compelling examples of how we’ve revolutionized the customer experience, boosted agent productivity, and reduced costs.

 

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Millennium History:

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Energisa History:

Agibank

Technology shortening distances
and improving people's lives

Challenges:

  • Automate customer engagement, with strategy and management tools;
  • Provide the same welcoming service offered in more than 900 stores throughout Brazil, through different non-face-to-face service channels;
  • Unite productivity, relationships and personal contacts in a decentralized and human call center;
  • Optimize consultants' idle time, maintaining the relationship established in the store and increasing productivity by using an omnichannel platform.

Proposed Solutions:

  • OlosChannel, our truly omnichannel solution.;
  • CTI Connector customizations for integration with CRM Sales Force;
  • Building management and KPIs monitoring interfaces;
  • Geolocation;
  • Customer portfolio development.

Results:

With the implementation of our omnichannel service solution, OlosChannel, combined with specialized consulting from our team, Agibank has seen an exponential growth of 200% in store revenue in just 6 months of operation. And this number continues to grow every day.

Falabella Case

Omnichannel Collection

revolutionizing financial recovery.

Challenges:

  • Service automation;
  • Consolidation and online availability of information;
  • Elimination of manual processes;
  • Expansion of service channels;
  • Improved productivity and comprehensive reach across the contact base;
  • Introduction of artificial intelligence.

Solutions Proposed:

Implementation of OlosChannel enabling the transformation of an exclusively voice-based service operation into an omnichannel operation.

Provision of several service and self-service channels, with unified reports, resulting in significant improvements in operational results.

Results:

  • 46% reduction in voice/telephone calls, resulting in significant savings in telephony costs;
  • 76% increase in customer agreements due to contacts initiated through digital channels;
  • 18% increase in payment promises on digital channels;
  • 26% improvement in overall customer engagement.

Network Brazil

Olos JX Scoring

more results with
less resources.

Challenges:

  • Deal with the large volume of telephone numbers associated with each registration;
  • Increase the success rate in locating individuals within debtor portfolios with arrears exceeding 360 days;
  • Reduce high telephony costs related to locating contacts;
  • Reduce the burden on technological infrastructure due to poor data quality;
  • Mitigate the risk of penalties and damage to your reputation among customers caused by excessive dialing.

Solutions Proposed:

Implementation of Olos JX Scoring for precise data analysis and accurate assessment of the success probability for each call. The platform works based on the daily results of calls made by several companies, including answered calls, incorrect contacts and voicemail boxes. This data is encrypted and fed into a proprietary algorithm developed by Olos, which assigns a score from 0 to 5 to each contact, indicating the contact propensity of each telephone number stored in the database.

Results:

  • Significant reduction of 55.7% in the number of calls made;
  • Notable increase of 96.8% in calls answered;
  • 11.5% increase in the number of Right Party Contact (RPC);
  • Substantial 30% increase in RPC rate;
  • Significant 63.1% improvement in target contact location rate;
  • Significant savings of 18% in the effort to locate RPCs;
  • Impressive 49.2% reduction in telephony cost.

Ultragaz

Excellence in digital service

of the client/consumer with a focus on CX, UX and CS.

Challenges:

  • Integration with existing systems, ensuring compatibility with current technologies;
  • Team adaptation, training employees to use the new solution;
  • Costs and infrastructure, controlling investments and ensuring technological support;
  • Security and compliance, protecting data and complying with regulatory standards;
  • Customer satisfaction, meeting expectations and improving the user experience.

Solutions:

Implementation of an integrated strategy using multiple tools to optimize communication and maximize results. The Olos Omnichannel Solution enables efficient interaction with customers through different channels, ensuring greater engagement and response rates. Growth Campaigns and Media Campaigns boost customer acquisition and retention through targeted and segmented actions. The website acts as a central hub for information and conversions, while the use of Salesforce enables effective lead management and process automation, guaranteeing a personalized and strategic approach to each contact.

Resultados:

  • Significant increase of 578% in transfers to P.A (Point of Service);
  • A remarkable 950% increase in actual contacts (Hello);
  • Significant improvement of 55.17% in the rate of effective contacts (%Hello);
  • Significant increase of 803.25% in the number of contacts with the right person (CPC);
  • Improvement in the CPC rate by 11.13 percentage points;
  • Impressive 1,000% increase in the number of customers eligible for sale (Target);
  • A remarkable 173% increase in sales;
  • Extraordinary growth of 1,220% in the result in kWh (Energy Metering or Efficiency).

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