IN SOITRON, WE “EMPLOYED” A ROBOT THAT CAN HANDLE A HALF-HOUR PROCESS IN 30 SECONDS, ON ITS OWN

IN SOITRON, WE “EMPLOYED” A ROBOT THAT CAN HANDLE A HALF-HOUR PROCESS IN 30 SECONDS, ON ITS OWN

To do their job, new employees needed various access rights, which often was not prepared for them on their first day at work. They dealt with it on ad-hoc bases across multiple departments, which was often time consuming for them, but also for other colleagues. That is why we decided to have a closer look on the onboarding process.
Case study was published 10.03.2019

Requirements

  • Speed up, facilitate and refine the onboarding process (new employee integration) associated with lots of administrative work.
  • Relieve this administrative burden from as many people as possible.
  • Minimize process error rate (incorrectly entered data, etc.).

Solution

  • Automate the onboarding process through RPA (Robotic Process Automation).
  • Map all actions that people have to do as part of onboarding a newly hired employee.
  • Optimize weaknesses in internal processes.
  • Define automation rules, program the software, test and deploy it to productive operation.

Outcome

The onboarding process was shortened from half an hour to 23 seconds.

Routine agenda formerly done by 5 people can now be handled by a single robot. Those people have now time for more important tasks.

We have streamlined our internal processes, cleaned databases and eliminated errors.

SAZKABOT FROM SOITRON HANDLES ALMOST ONE FIFTH OF SAZKA’S ALL INCOMING CHATS

SAZKABOT FROM SOITRON HANDLES ALMOST ONE FIFTH OF SAZKA’S ALL INCOMING CHATS

The contact centre of the Czech lottery company Sazka is contacted by about 700 existing and prospective customers a day. A great many of them ask relatively simple questions. For example, they ask about registration or inquire about ongoing promotions, products and services. So, when Soitron was building a new contact centre for Sazka, logically it proposed to implement a chatbot that could automatically and autonomously handle requests of at least part of the website visitors.
Case study was published 18.02.2019

Assignment

  • Unburden contact centre agents from handling simple and frequently recurring questions.
  • Streamline contact centre activities and free up capacity to handle more complex customer issues.
  • Strengthen the proactive communication of the lottery company.

Solution

  • Analyse Sazka’s historical communication and extraction of key topics.
  • Design chatbot response and communication logic.
  • Implement SOITRON*bot to automate the communication.
  • Integrate it with Avaya Contact Center and PoolParty semantic software.
  • Technical support, consultations and training to help Sazka create their own new conversation scenarios and expand chatbot’s abilities.

Results

Automated handling of simple and often recurring questions at the key and ever-growing communication channel – chat on Sazka’s website.

Option to extend the SOITRON*bot solution to email communication, web forms, online environments and social networks.

More effective use of human resources, including the development of online business activities, in which Sazka’s bot can play an important role.

Return on investment within one year.

MARTIN REICHELT

SOITRON, Cloud & Applications Business Unit Manager

We shared our know-how with the customer and taught them how to maintain and develop the system we designed for them. We realize that by doing that customer basically does not need us anymore and can decide to change the vendor at any time. But this is part of our philosophy – we do not want our customers to be held hostage by our technologies. Quite the contrary. With this approach we exert pressure on ourselves, which forces us to always deliver our services at the highest quality.

IoT solution for Motor-Car

MOTOR-CAR’S IoT INVESTMENT WILL PAY BACK IN 20 MONTHS

This IoT project is a perfect example of a relationship where both the customer and the contractor are courageous, not afraid of new solutions and trusting each other.
Case study was published 08.08.2018

This project was awarded  Microsoft Awards 2018 (SK).

Requirements

  • Get a real-time overview of electricity consumption
  • Avoid penalisation by the electric power distributor for exceeding the reserved
    capacity
  • Reduce overall electricity consumption by identifying points of inefficiency

Solution

  • Designing an IoT-based technical solution
  • Installation of sensors collecting real-time power consumption data from individual switch cabinets
  • Deployment of a database and an analytical and reporting software
  • Building of complete hardware infrastructure (servers, cabling, communication devices)

Results

Ability to actively manage the total electricity consumption and avoid exceeding the reserved capacity and penalties

Creating conditions for saving on fixed costs by reducing the maximum reserved capacity from an electric power distributor

Saving on variable monthly costs

Monitoring as a service significantly streamlines the operation of OMS Company

MONITORING AS A SERVICE SIGNIFICANTLY STREAMLINES THE OPERATION OF OMS COMPANY

OMS decided to benefit from all advantages of monitoring as a service. This solution is able to solve issues relating to IT infrastructure as a complex system, performance and load of individual devices, components as well as applications. Correct set-up of processes can save time and decrease or minimize the production outage. New monitoring solution provides OMS also with significant cost savings.
Case study was published 13.04.2017

Requirements

  • To create a concept of modern monitoring service minimizing negative impacts of unexpected incidents on OMS operation.
  • To alert about specific incidents and monitor defined parameters.
  • To avoid and eliminate infrastructure outages.
  • To ensure smooth and continual operation of the company.
  • To disburden IT department of time-consuming maintenance.

Our solution

  • Full migration to new monitoring as a service solution.
  • Transition of competencies to service provider.
  • Development of additional features based on customers’
    requirements.
  • Service of providers’ certified specialists.
  • Reduction of hardware requirements on monitoring infrastructure.

Results

Modern monitoring service flexible to handle all dynamic changes in IT infrastructure.

Automation of specific tasks with no need for administrators' interaction, who can dedicate their time to other work activities.

Elimination of hardware outages that may endanger or interrupt the production process of the company.

Automatic ticket assignment to relevant team of specialists responsible for its resolving.

IVAN KOLLÁR

Senior Monitoring Consultant (Soitron, s.r.o.)

Monitoring service is capable to actively monitor all selected parts of infrastructure (such as switches, routers, servers, etc.) according to customized settings and defined parameters.

Slovak Telekom is able to “listen to” all calls from their contact centre

SLOVAK TELEKOM IS ABLE TO “LISTEN TO” ALL CALLS FROM THEIR CONTACT CENTRE

requirements

  • Replace the manual and often inaccurate process of entering the call subject by agents with an automatic and more accurate solution.
  • Get a better understanding of the content and trends of all calls in the contact centre.
  • Streamline assessment of contact centre agents.
  • Capitalize on useful information acquired by the contact centre to improve business processes and enhance customer service.

solution

  • Deployment of the Speech Analytics system by Verint able to identify key words and phrases in all contact centre telephone calls and based on that categorize the calls and analyse any communication trends.
  • Consulting services to identify keywords and possible benefits of the solution to
    various business units of Slovak Telekom.
  • Language model optimization for the needs of the largest Slovak Telecom
    operator.

results

Detailed statistics of individual call categorization.

An tool for contact centre agent assessment.

More efficient use of the contact centre resources, relieving operators from manual labour.

Possible immediate identification and analysis of various events and issues, such as technical failures, or customers’ lack of response to a new offer.

Better insights into customers, their moods and emotions based on the occurrence of certain words or phrases.

The contact centre has become an efficient source of insights for service improvement and process streamlining.

Migration from proprietary monitoring solution to “monitoring as a service”

MIGRATION FROM PROPRIETARY MONITORING SOLUTION TO “MONITORING AS A SERVICE”

A few months ago, Soitron faced a difficult situation with a need for smart decision at the end – continue with our own proprietary monitoring solutions or switch to monitoring as a service. The first option represented a significantly more expensive and complex approach because of the need for certified specialists as well as additional costs in a form of license fees. After several discussions, we have chosen the second alternative having many advantages we can benefit from.
Case study was published 29.09.2016

Before migration

  • Expensive enterprise system based on costs calculation per server, per application
  • Service payments during the whole period of contract
  • Unclear licensing model and the associated high costs
  • Additional payments for extra features and modules
  • Specific requirements for trained and certified people

After migration

  • Clear system with no license fees or additional costs per application, per server
  • Significant savings in total costs
  • OpenSource software
  • Extra features and modules available for free
  • Increased level of flexibility, scalability and availability

Results

Transparent and fixed price model during the whole contract period.

Flexibility in solution modification with no relation to specific life cycle.

SLA with conditions tailored to customer needs. Service Desk and Incident management as a part of SLA.

Payments according to used features and services.

IVAN KOLLÁR

Senior Monitoring Consultant (Soitron, s.r.o.)

Thanks to new solution, modified according to our need and requirements, we managed to decrease total costs by 80%. Migration process took 3 months and was carried out seamlessly and with no outage of our services.

Implementation of video conferencing solution in Forbes Slovakia

IMPLEMENTATION OF VIDEO CONFERENCING SOLUTION IN FORBES SLOVAKIA

The Forbes story in Slovakia started to be written in 2010. The owners have a license for 4 countries, which is actually the highest number of countries assigned to a single company in the world. They had and still have a company with offices in Bratislava, Prague, Vienna and Budapest. Imagine that you are in the shoes of owners and that you would have to travel and visit all these destinations every week. So, they had a natural need to look for another solution to save their money and time.
Case study was published 15.08.2016

Case study