Driving Digital Transformation with Atento: A Case Study with a Leading High-Tech Company
Digital transformation is not just about adopting new technologies; it also involves restructuring operations, harmonizing processes, and developing new skillsets. In this article, we share a case study of our collaboration with a leading high-tech company, and how Atento supported their digital transformation journey.
The Client
Our client is a leading multinational company in the high technology manufacturing sector, offering an extensive portfolio of best-of-breed products and durable goods. With operations distributed across 13 different sites, they were facing challenges with harmonizing their operations, skillsets, and processes across various lines of business.
Challenges and Objectives
The client's primary objective was to centralize all 13 operations physically, harmonize skillsets, methods, and processes required for each of their six different lines of business. These businesses include home appliances, PCs, mobiles, TVs, and payment services. They also needed to interface with the technical assistance dealership network through customer services and back-office activities.
The Atento Solution
Atento stepped in to support the client's digital transformation journey. We renovated and dedicated a new site to the client in Brazil, Mexico, and Spain, enabling the centralization of the contact center delivering services in four different countries to 19 markets.
We provided B2C and B2B multichannel technical support for a comprehensive portfolio of top-line products, including customer services and back-office activities for interfacing with the technical assistance dealership network. Our services were delivered across multiple channels, including phone support, email, chat, video chat, and social media.
Results
The centralization of operations and the digital transformation initiative took our existing partnership with the client to the next level, focusing on enhancing customer experience (CX). The client experienced enhanced operational efficiency, improved customer service, and a smoother interface with the technical assistance dealership network.
Conclusion
Atento's approach to supporting our client's digital transformation journey highlights our commitment to enhancing operational efficiency and improving customer experiences. We understand that digital transformation involves harmonizing operations, methods, and processes, and we're here to support businesses in this journey.
If you're facing similar challenges in your business and want to learn how Atento can help you with your digital transformation journey, schedule a free call with us. We're here to help you navigate the complexities of digital transformation while ensuring exceptional customer experiences.
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