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Belago Technologies and Copa Energia Revolutionize Operations with Managed IT Services for Maximum Customer Satisfaction

Written by Corporate
Published 03/10/2024 às 17:39

Copa Energia and Belago adopt managed IT services with exclusive infrastructure, automation with AI and bots, ensuring remote operations.

Copa Energia took a significant step by starting a new model of managed services in collaboration with Belago. This model includes not only a dedicated infrastructure, but also the incorporation of advanced automation technologies such as artificial intelligence and bots. The strategy is to ensure more efficient and secure remote operations, essentially through a three-year contract that promises to revolutionize the way services are performed. The focus is on improving the end-user experience while optimizing internal processes and reducing operational costs.

With the new agreement, Copa Energia aims to transform its managed services in fully integrated solutions, covering everything from Service Desk to Field Service and NOC. This advancement is crucial to remain a leader in the segment, especially with the scalability and flexibility provided by IT services technology The use of AI and robots not only modernizes operations, but also provides a proactive response to ever-evolving market demands.. In this way, the partnership not only reinforces Copa Energia’s position in the Liquefied Petroleum Gas sector, but also drives continuous innovation within the organization.

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Implementation of Managed IT Services at Copa Energia

Copa Energia, known for its brands Liquigás and Copagaz, has embarked on an innovative path by contracting a new IT managed services model, led by Belago Technologies. This initiative aims to optimize the efficiency of its operational processes through a robust contract that includes a exclusive infrastructure. This infrastructure contains fundamental elements such as Service Desk, Field Service and automation focused on continuous service, with 27/XNUMX support through the Network Operations Center (NOC). Activities officially began on July XNUMX.

Strategy and Expansion in Managed Services

Actions within the scope of managed IT services involve remote operations and face-to-face, focused on managing routine and procedural operations, as reported by Adriano Kerne, Director of Managed Services at Belago Technologies. 'We develop solutions according to the specific needs of each client, providing new ways of operating', highlights Kerne. technical management and administrative is fully managed by Belago, including the hiring of new professionals to meet the demand of Copa Energia, complemented by constant refresher training, when necessary. Adriano emphasizes the scalable nature of the structure offered, which enables a agile expansion to cover additional areas of the company whenever necessary.

Benefits and Impact of Managed Services

Facilitating service, reducing costs and increasing user satisfaction are some of the linked benefits to effectively implemented managed services, as explained by Ricardo Rigoni, Continuous Services Manager at Belago Technologies. 'Managed services focus on three main pillars: economy, quality and user satisfaction', Rigoni emphasizes. A well-designed service provides a single point of contact for support, preventing problems from recurring and helping to save resources for the customer.

User Experience Transformation

The main objective of the new managed services process is to transform the user experience, making it more dynamic and aligned with their needs, in addition to providing faster access to information. The solutions were developed to automate daily activities, focus on the customer experience and optimize the time and cost of operations. Belago has a comprehensive team that is present throughout the country, directly serving Copa Energia workers.

Constant Mapping and Analysis

In the initial phase of the contract, the team is dedicated to mapping the processes. 'We carry out continuous analyses aimed at constant improvement. In the first few days, we identify processes that are susceptible to improvement to release the workforce for more valuable tasks', illustrates Rigoni. After three months, Belago will provide reports with relative metrics to meet the contracted goals and will introduce automation technologies to boost management, increasing productivity and providing more freedom to the user.

Use of Automation Technologies

Using artificial intelligence and bots, the project stands out by reducing service time and allowing users to seek support more easily. Rigoni highlights, 'We believe that these technological resources are a differentiator, reducing waiting times for service and simplifying user support'. Claudia Marquesani, CIO of Copa Energia, emphasizes that the transition to Belago occurred smoothly and without impact on business. 'We hope to add value to the daily lives of our internal customers, with human, close, precise and technologically driven service', she concludes.

About Belago Technologies

Belago Technologies, founded in 2015, specializes in technology solutions and strategic consulting. With operations on three continents, its portfolio includes solutions in Managed Services, Cybersecurity, Cloud Computing, Data, Artificial Intelligence, Mathematical Optimization, Strategic Consulting and Software Factory. Always seeking to bring innovative ideas to the market, Belago created the companies Ahoy and Refatorando, dedicated to the allocation of IT professionals.

Source: BELAGO TECHNOLOGIES Press

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