Impact
Oversai + BIA Energy
Transforming and Innovating the CX Quality Process
Challenge
Bia Energy, a leading colombian company in the energy industry, combines data from smart measurement infrastructure with energy marketing through a customer-centric app and web platform. This enables users to control their consumption and energy costs. However, due to its exponential growth, Bia was facing significant challenges in managing its quality processes for customer support operations.
In its initial phase, this process was completely manual and reactive. It involved multiple tools and steps, such as exporting data from their CRM, manually evaluating tickets in Google Forms, and consolidating information across various spreadsheets. This workflow consumed hours each week and posed a high risk of errors due to the repetitive nature of the tasks. Additionally, it limited the ability to respond to real-time issues, as analysis was conducted days after customer interactions had already taken place. The sampling was also very limited, based on random conversations that often did not reflect the operational reality.
Solution
The implementation of Oversai allowed for the automation and centralization of much of the process. Evaluations are now conducted directly within the CRM, eliminating the need for multiple tools. Analysts no longer have to manually select cases; instead, Oversai automatically sets up evaluations in their “inboxes” according to specific criteria established by the client, which are crucial for their operations.
When an evaluation is completed, agents receive immediate notifications with their results, enhancing the feedback loop. They have the option to accept their score or dispute it, maintaining an open channel of communication with the auditor, which increases the traceability of the process. Furthermore, Oversai enables Bia to generate customized reports tailored to their needs, facilitating decision-making with accurate, real-time information. This aligns with our mission to empower operations teams to win with better decision-making.
Recognizing that manual quality assurance is not sustainable in today’s world, Bia has also partnered with Oversai to integrate artificial intelligence to identify valuable insights that require action. Bia’s stakeholders have created several key AI metrics for their operation, allowing artificial intelligence to perform comprehensive analysis of a large volume of interactions. This helps them detect the so-called "needles in a haystack," facilitating the identification of improvement and optimization opportunities in their service.
The collaboration has been incredible. Bia Energy has proven to be a strong ally, fully grasping the core principles that drive Oversai and recognizing its potential to revolutionize operations through our Data-Logic-Action framework. BIA is exploring opportunities to expand into additional use cases within the organization.
Impact
80% Reduction in QA Time:
Oversai’s automation streamlined the entire QA process, reducing the time spent on QA by an impressive 80%. The freed-up time now allows BIA Energy to focus on high-value initiatives and improving customer experience, rather than managing spreadsheets and data entry.
100% Automated Reporting:
With Oversai’s automated reporting, BIA Energy no longer spends time compiling manual reports. Now, all key performance metrics and trend analyses are delivered instantly, enabling quick, data-driven decisions and enhancing operational efficiency.
80% Cost Savings:
Thanks to the time and resource optimization delivered by Oversai, BIA Energy achieved 80% savings in QA-related costs. This reduction significantly boosts the company’s bottom line, delivering clear financial ROI.
Proactive:
Bia's team has shifted from a reactive to a proactive approach, anticipating problems and optimizing their performance.
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