Contacto Solutions is a company that offers comprehensive Contact Center outsourcing services. Based on the communication and customer service needs of different companies, Contacto Solutions offers Contact Center solutions related to collections, database update, complaints, support and claims, market research, scheduling and CRM(customer relationship management). Among its clients are companies such as Falabella, Sodimac, Citibank, HSBC and Claro. 

Contacto Solutions operates on the basis of confidentiality and integrity, so the trust placed in them by their clients is the basis, as well as the company's own management of its human resources. Its mission is to have both qualified personnel and the appropriate technological support. 

As part of their integral BPO(business process outsourcing) services, they carry out collections management in the field: they handle visits to customers who do not comply with telephone agreements, customers who cannot be reached by telephone or those customers who have doubts about payment processes. 

The challenge: improving field management tools and eliminating paper records

Prior to the solution provided by GDW Sales, Contacto Solutions used a satellite tool for its collections management field operation, but did not have a centralized tool since the management of its team was done through Whatsapp. This generated redundancies and reprocesses among different actors, lack of systematization and greater possibility of disorder in the team's internal communication. 

In addition, some of the field operations used and generated physical spreadsheets, on paper, which then had to be transferred to the central operations center, adding time and operational processing costs. Contacto Solutions saw the need to digitize these processes. GDW Sales provided them with a solution that also allowed them to manage, locate and coordinate their field team, generating the necessary centralization of platforms.  

The solution: lower operating costs and increased efficiency thanks to GDW Sales

Thanks to GDW Sales, Contacto Solutions' field collection management increased its operational efficiency because thanks to a single digital tool they were able to keep the field team coordinated and located, which allowed them to optimize processes, save time and provide reliability to the supervision process.

Both sales representatives and supervisors optimized their work time because GDW Sales also allowed them to digitize paper processes and save on paperwork. 

The benefits achieved at Contacto Solutions

GDW Sales ' field equipment management tool has made it possible to unify, on a single platform, both satellite tracking and communication between the different areas of the equipment. This makes it easier to audit the performance of the operators and the different processes carried out, and allows optimizing the choice of routes in the field, thanks to the ability of the digital tool to offer optimized guides on traffic and the city, known as optimal routing. The rescheduling of an operator's day, should changes in the schedule arise, is made easier.

The digitalization of processes that were previously paper-based and the elimination of physical spreadsheets saves administrative time and simplifies processes, saves on paper-related inputs and avoids storage costs. In addition, the information obtained is more reliable, with fewer omissions, does not admit losses, and this is linked to a notorious increase in productivity.

Finally, in dealing with the company that is a client of Contacto Solutions, GDW Sales improves the ability to generate reports and provide information and peace of mind about the field management performed, providing certainty in the monitoring of field processes and generating in the tool itself, systematically and automatically, the survey and report on the KPIs(key performance indicators) that are key to evaluating the performance of these operations. 

In summary:

• A unified platform for coordination and management of field operations related to collections.
• Digitization of previously paper-based processes: this saves administrative time, lowers costs and provides reliability.
• Increased ability to generate reports that are key to keeping the customer informed about the field operations being developed. 
• Facility to reschedule routes and agendas, generate follow-up and coordinate field operators. 
• Increased productivity and service quality assurance.