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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 initiating 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 executed. The focus is to enhance the end-user experience while optimizing internal processes and reducing operational costs.
With the new agreement, Copa Energia aims to transform its managed services into fully integrated solutions, covering everything from Service Desk to Field Service and NOC. This advancement is crucial to maintain a leading position in the segment, especially with the scalability and flexibility provided by cutting-edge IT services. The use of AI and robots not only modernizes the operation but also offers a proactive response to the constantly evolving market demands. Thus, 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 Liquigás and Copagaz brands, has embarked on an innovative path by hiring a new model of managed IT services, led by Belago Technologies. This initiative aims to optimize the efficiency of its operational processes through a robust contract that includes an exclusive infrastructure. This infrastructure contains key elements such as Service Desk, Field Service, and automation focused on continuous support, with round-the-clock assistance through the Network Operations Center (NOC). Activities officially began on July 27.
Strategy and Expansion in Managed Services
The actions in the realm of managed IT services involve remote and on-site operations, focused on managing routine and procedural operations, as reported by Adriano Kerne, director of Managed Services at Belago Technologies. ‘We develop solutions based on the specific needs of each client, providing new ways of operation’, emphasizes Kerne. The technical and administrative management is entirely handled by Belago, including the hiring of new professionals to meet Copa Energia’s demand, supplemented by ongoing recycling training when necessary. Adriano emphasizes the scalable nature of the provided structure, enabling swift expansion to cover additional areas of the company whenever needed.
Benefits and Impact of Managed Services
Facilitating support, reducing costs, and increasing user satisfaction are some of the benefits associated with effectively implemented managed services, as explained by Ricardo Rigoni, manager of Ongoing Services at Belago Technologies. ‘Managed services focus on three main pillars: cost savings, quality, and user satisfaction’, Rigoni highlights. A well-designed service provides a single point of contact for support, avoiding the recurrence of problems and helping to save resources for the client.
Transformation of the User Experience
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 quicker 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 present throughout the country, directly serving the workers of Copa Energia.
Mapping and Constant Analysis
In the initial phase of the contract, the team is dedicated to mapping the processes. ‘We conduct ongoing analyses aimed at continuous improvement. Right from the first days, we identified processes susceptible to improvements to free up the workforce for more valuable tasks’, illustrates Rigoni. After three months, Belago will provide reports with metrics related to the fulfillment of contracted goals and will introduce automation technologies to enhance management, increase productivity, and provide more freedom to the user.
Use of Automation Technologies
Utilizing artificial intelligence and bots, the project stands out by reducing response times and allowing users to seek support more easily. Rigoni highlights, ‘We believe that these technological resources are a differentiator, reducing wait times for support and simplifying user assistance’. Claudia Marquesani, CIO of Copa Energia, emphasizes that the transition to Belago occurred smoothly and without impacting the business. ‘We expect to add value to our clients’ daily lives, with human, close, precise, and technology-driven support’, she concludes.
About Belago Technologies
Belago Technologies, founded in 2015, specializes in technological 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 Development. Always seeking to bring innovative ideas to the market, Belago has created companies Ahoy and Refatorando, dedicated to placing IT professionals.
Source: Press BELAGO TECHNOLOGIES
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