Operations account for most of the cost and determine both margin and customer experience. In most companies they have been built up in layers, or patched, over the years. The consequence: growing means hiring more, and every improvement lasts only until the next peak in workload.
We work across the entire service operation, from large operating centers and back office to logistics or field technical service. We apply two levers: process and decision. On the first, our approach starts by redesigning the process around the outcome it has to deliver, and we build automation in natively from there, on top of existing systems. On decisions, we define the advanced models that anticipate demand and optimize resources, routes and cost to serve ahead of execution.
For both, a single business and technology team carries the case from start to finish. The models and analytics platforms we build stay running at the client and are recalibrated with every cycle. We measure the result by efficiency in the P&L and by service levels.
We transform the back office of operating centers and free up time across the network. We redesign the most resource-intensive processes end to end, in waves, using three levers: elimination, redesign and agentic and programmatic automation. We also design the maturity model to measure how it progresses.
We build advanced demand forecasting models from historical data enriched with market, sociodemographic and purchasing behavior variables, applying AI to anticipate how much, where and when, and to balance sales and operations so the company can size its resources in advance.
We build advanced last-mile models that jointly optimize routes, frequencies, daily drop size by outlet/SKU and service level. The aim is to maximize revenue and reduce returns and cost to serve, without compromising the agreed service.
We redesign service models (service, complaints and dissatisfaction). First we analyze and classify the reasons behind contacts in order to reduce them at source. Then we optimize the resolution process, automate operational tasks and hold the same quality levels.
We design how field service is organized so that expert judgment is available in every action, we free up technician time and optimize the associated resources, improving the service level without growing the structure.
We redesign the full credit cycle drawing on our experience, mapping every stage and its decision times. We optimize each phase with analytics and agents, among others, to cut those times, and we deliver a faster, more traceable process.
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