Jüsto, an emerging leader in the transformation of the digitally-enabled online grocery experience, reached out to us with a significant challenge. Operating in Mexico, Peru, and Brazil, Jüsto needed to measure the performance of their customer support team in real-time by automating what was previously an extremely manual process.

At that time, Jüsto's key performance indicators (KPIs) were distributed across four different sources. To consolidate this data, they had to extract it from each tool on a weekly basis and compile it into a Google Sheet that was then shared with the rest of the team. This process was not only time-consuming and costly - requiring a dedicated employee - but also prone to human error. Additionally, this person was also responsible for calculating the monthly bonuses for each agent, a task that also had to be done manually for each KPI, further increasing the risk of mistakes. 

Jüsto was eager to find a partner to help them reduce time, achieve cost savings, and minimize human error.

They needed a tool that could:  

• Consolidate all their KPIs in one place.

• Provide a real-time view of their agents' performance.

• Monitor agent compliance with metrics in real-time.

• Detect errors and immediately notify relevant stakeholders as soon as they occur.

• Automate the majority of tasks previously handled manually.