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Insights
Grupo Roelsa, is a technology integrator with more than 10 years of experience and presence in four countries in the retail and fast food market, has taken an important step on its path to innovation by implementing Avaya Experience Platform (AXP), allowing the company to improve its customer service and operational efficiency through an advanced technological platform.
With Avaya Experience Platform, the operation in Panama was integrated and extended to the other countries in which Grupo Roelsa operates: Mexico, Puerto Rico and Costa Rica, thus ensuring a stable and sustainable service, streamlining the way in which the agent interacts with the customer.
With the sustained growth of Grupo Roelsa, the need for a more comprehensive and stable call management platform became imperative. Stephanie Guevara, Director of Operations at Grupo Roelsa, explains: “The call management solution used did not meet the needs that arose, such as support service and tool stability. This led us to look for a more comprehensive and stable platform that would allow us to have access to relevant customer information, within reach of agents, in real time and on a single screen.”
Avaya proposes a 100% cloud-based solution through its AXP platform. Isabel Valer, Director of Sales, Caribbean and Central America at Avaya, explains: «What we worked on was to integrate its operation in Panama and extend it to other places where they can be always found. Using our cloud platform but concentrating its users through our Session Border Controller in its critical country operation.
The process of implementing the new platform was meticulously planned and executed. Sue Barquero, Director of Processes at Grupo Roelsa, shares: «Starting the commercial relationship, the Avaya team carried out a diagnosis of the needs and equipment we had in existence. Subsequently, Ecomsa visited our workshops in Panama and carried out a preliminary review of the server installation».
«More recently, Avaya joined the team with a Project Manager, where we weekly saw progress, progress and projects to put the implementation of Avaya Experience Platform into operation. Test users and call channels are modularized for practices. Furthermore, training manuals will be sent to agents, Contact Center leaders and employee administrators.
Finally, the Director of Processes explains that the launch day was accompanied throughout the process by the Ecomsa team, projects and support from Avaya, to guarantee the proper functioning of the platform, as well as mitigate any eventuality.
—Stephanie Guevara, Director of Operations at Grupo Roelsa
The implementation of a technological solution at a regional level always involves challenges. Valfernando de la Guardia, General Manager of Ecomsa, highlights some of the challenges faced: «As it is a regional project that involves connectivity between several countries, it was necessary to install SIP trunks in different regions of Latin America, from where customers would be calling and these calls can be centralized in the customer contact center. Another of the goals we saw was to unite the working groups involved in the planning and execution of the tasks that were required for the project to be a success».
Isabel Valer said: «After executing the project, we understand that we have fulfilled both objectives, despite the fact that its operation is based on an open source platform. This is a clear example of innovation without disruption. And it is also a demonstration that any customer can choose a world-class solution like Avaya Experience Platform, which adjusts to the needs of each customer.
The new platform has allowed Grupo Roelsa to significantly improve its operational efficiency and the quality of its customer service by 95%.
With this digital transformation, Grupo Roelsa on the ground has managed to integrate all its customer service channels into a single platform, which has also improved the effectiveness of its agents and the satisfaction of its customers by 99%.
This successful case demonstrating collaboration with Avaya has allowed Grupo Roelsa to position itself as a leader in the BPO industry, offering a high-quality service and prepared to face the challenges of the future.
—Isabel Valer, Director of Sales, Caribbean and Central America at Avaya
It is a comprehensive technology provider, focused on points of sale in the retail and fast-food area. In detail, our commercial portfolio includes:
They have more than 10 years of experience in the market, providing services with a high level of empathy, commitment, and responsibility.
Cuentan with presence in Costa Rica, Mexico, Panama and Puerto Rico. Each one of them has a team that supports their customers' business solutions.
It is an integrative company that seeks to solve your needs and contribute to the growth of medium to large companies, government institutions, hospitals, and other verticals. Thanks to the invaluable talent and synergy of our staff, helping the success of the country's biggest companies. Furthermore, our solutions are of high quality, we have certified personnel and 50 years of experience in the market. We offer solutions that are sophisticated and personalized for each customer.