AgeSA decided to improve its call center Operations this year within the scope of their modernization project. Goals of this modernization projects have been determined as; creating a solution for customer’s problem in the first call and completing the requested transaction immediately. AgeSA Mobile & Service Development Unit Manager Ahmet Çağatay Tunalı remarks that they have started to work for evaluating business processes all over and simplification of those processes within the scope of their digital transformation project. In this context, both customer satisfaction and swift and seamless process development have been aimed. As a result of PoC studies done by different products for design and development of processes, IBM Cloud Paks for Automation product family has been decided to be used.
Çağatay Tunalı who mentions, “Subsequently, our pursuit of finding a partner both has a mastery in IBM product family and covers the requirements of AgeSA has come to an end with the decision to make an agreement with JFORCE which has been providing us services for BPM, CEP and ODM products.” and also continues his words as “Processes within the scope of ‘new generation call center’ have been worked on and entire processes have been transferred to IBM Blueworks successfully”. JFORCE Software and Business Development Director Ümit Sile shares that information “Our goal was to design a process Management which may provide fastest solution to AvivaSA customers. We have started with mapping 40 call center processes in detail by working with related departments and recorded every step of processes one by one. We have also get help from IBM’s Blueworks Live product which may be used by business units for specifying, analysing, documenting and visualizing of their own products.”
Swift Responses to Customers Demands, Saving Time and Cost
JFORCE Digital Business Automation Team Leader Selimhan Ertuğrul sums up the earnings of project for AgeSA and next steps as follows: “A customer wants to buy a policy from you but you can send it to him/her in days. This means a lost customer. Sales representatives may now provide timely and complete service for their customers’ needs by getting the result of risk assessments while they are with the same customer. Separate rules will be formed for other fields in the upcoming days. We have introduced AgeSA business unit a platform to write those rules by themselves. Another important point is that IT teams needed to support when there is a change in risk assessment system and even minor changes could take weeks. We have transferred those rules into a management dashboard. Therefore, a week of work done in a minute. We have saved resources on software development on the other hand.