Process automation, a lever for GMI’s success
Productivity gains, in a traditional call centre as in GMI’s Customer Relationship Centre, are measured for customers in time savings (and therefore expenses) and in increased end-customer satisfaction (and therefore revenues).
Today, for a Customer Relationship Centre like GMI’s, which already has a highly experienced team and processes that run like Swiss clockwork, increased efficiency is driven by cutting-edge technology and Robotic Process Automation (RPA).
In partnership with another Montreal-based company, TechNuCom, which specializes in productivity tools and techniques such as Odoo ERP, GMI has developed CODA, a unique platform to automate the processing of customer data so that they can spend less time copying and pasting, and more time developing a relationship with their customers.
Emails, online forms, chat and social media have exploded the volumes of data to be processed, while making it more complex to structure to allow a unified view of the customer profile. At the same time, the administrative work (back-office) that certain mandates require often involves a large number of data manipulations in different systems (ERP, Excel accounting, Outlook, etc.), which further increases the time spent on these tasks, which seem to have little added value but are fundamental to the company’s sustainability.
In response to this ongoing challenge, GMI has invested in its CODA platform, which it customizes to automate as many processes and data processing as possible for each customer. Combined with the intelligent RPA robots implemented by TechNuCom to perform online validations, data entry or email sorting, the CODA platform positions GMI in the leading group of next-generation Customer Relationship Centers.