Support and Operations.

Challenge: To provide excellent service and support to clients using the Billing module in the Financial Manager.

What was done: With the objective of meeting the demands for onboarding new clients into the Billing module of the Financial Manager, we structured a specialized and properly trained support team to provide assistance to system users.

We carried out active outreach through phone contact with managers and email communications, aiming to identify client needs and highlight the advantages of using our billing module on the OB7 platform. This approach made it possible to identify the Bank’s needs, allowing the adaptation and customization of both the system and customer support.

Through tickets opened by the Bank in the Ticket Management tool, we provided services covering everything from client registration and scheduling contacts to system implementation and training. After completing these steps, we made our service channels available — 0800, chat, WhatsApp, and email — so clients can reach out whenever they have questions or identify any needs or issues.

In this way, we continuously seek to improve our knowledge and stay up to date with changes related to processes and business rules in the segment, in order to offer increasingly efficient and high-quality service. Our customer service is guided by an understanding of client needs, with empathy and courtesy, ensuring satisfaction and trust in the services provided.

We have a Support team available 12 hours a day, with no extra-hour costs, and with the flexibility to scale additional agents during special events. The operation includes resource redundancy to avoid service impact during vacations or absences. The team can be used for service installation and activation, training, business support, or technical support.

We also provide 24×7 monitoring in the Production environment. Our analysts receive real-time failure alerts and can act quickly, preventing system downtime and more serious incidents. This monitoring is continuous, every day of the week, including weekends and holidays, ensuring greater stability and security for the environments.

Results achieved: Through surveys conducted, we identified a customer satisfaction rate above 90%. In addition, we frequently receive feedback and praise for the excellent service and support provided.

Currently, we are the client’s main VAN, handling approximately 80% of the demand, and we support more than 2,000 active clients using our services.

We also stand out for helping the Bank incorporate banking services through the capabilities of our billing platform, offering easy access for clients and features that enable banking integration through file exchange, executed with greater efficiency and security.