Services & Pricing

A comprehensive review of operations, costs and resources to identify inefficiencies, reduce spending and improve business performance.

• Operational audit and review of the cost structure
• Productivity, capacity and resource utilisation analysis
• Identification of bottlenecks, duplication and potential savings
• Cost reduction and operational efficiency improvement plan

Outcome: a more efficient operating model, with savings opportunities identified and a plan ready to implement.

Design and review of organisational structures to align teams, roles and responsibilities with business objectives.

• Review and design of the organisational structure
• Definition of roles, responsibilities and dependencies
• Workforce planning: team sizing, shifts and cover
• Support with recruitment, onboarding and development of professionals and managers

Outcome: clearer, better-coordinated teams focused on results, with a structure ready to scale.

Redesign and standardisation of processes to remove unnecessary steps, reduce errors and improve quality and operational speed.

• AS-IS analysis and TO-BE design of key processes
• Application of Lean principles and removal of duplication
• Process standardisation and documentation (SOP)
• Support with change management and adoption

Outcome: simpler, faster and more consistent processes, with clear, repeatable procedures.

Analysis and improvement of the customer experience across every stage of the customer relationship. Development of quality assessment systems, identification of friction points and improvement of satisfaction, loyalty and retention.

• Customer journey analysis (CJM): identifying friction points, barriers and the causes of dissatisfaction and churn.
• Metrics and quality assessment: defining KPIs and experience evaluation criteria (CSAT, CSI, NPS, CES), including the use of large language models (LLMs) to analyse interactions.
• Retention and customer value: analysis of retention, churn and customer lifetime value (LTV), with proposals to improve loyalty.
• Feedback and communication: designing feedback mechanisms across different channels and touchpoints, and continuous planning of content and client communications.
• Customer service improvement: auditing support processes, service standards and defining initiatives to improve experience indicators.

Outcome: a clear customer experience assessment system, identification of the causes of dissatisfaction and churn, and a concrete plan to improve service quality and retention.

Development of indicator systems, business analytics and resource planning to improve operational visibility, assess performance and support data-driven decision-making.

• Metrics and KPIs: designing performance indicators, setting objectives and selecting relevant benchmarks
• Research and competitive analysis: market studies, competitor analysis, good practice and business development opportunities
• Reporting and Business Intelligence: designing reports and dashboards, and advising on the selection of analytics tools and data visualisation solutions
• Performance analysis: reviewing operational, financial and customer data to identify trends, issues and optimisation opportunities
• Forecasting and resource planning: demand estimation, team sizing, workload planning, shift planning and operational capacity

Outcome: an understandable system of indicators and analysis, greater visibility of business performance, more accurate resource planning and decisions grounded in data.

Identification of automation opportunities and adoption of digital tools to reduce manual work, save time and resources, lower costs and improve operational efficiency.

• Automation opportunity audit: identifying routine tasks, repetitive activities and processes with the greatest potential for improvement
• Digital solution selection: evaluating and choosing CRM, task management systems, automation tools, artificial intelligence and other business solutions
• Economic impact assessment: estimating potential time, resource and cost savings, and analysing the investment required and expected return (ROI)
• Solution design: defining requirements, preparing implementation plans and coordinating with technical specialists and suppliers
• Implementation and follow-up: organising testing, go-live, team training and evaluating automation results

Outcome: fewer manual tasks and lower operating costs, time savings, better use of resources and digital tools adapted to the real needs of the business.