Digital Workforce
Digital Workforce is one of the leading global service providers in the field of Robotic Processes Automation (RPA) that built the next gen technology that eliminates employees' time and effort spent on repeatable tasks. Incorporating intelligent automation equal productivity boost, cost saving, error-free delivery and improved overall user experience.
Objectives
Building a new customer experience platform that improves collaboration and best on-the-market customer support. It should cover several critical touch-points and processes from different areas, such as education, onboarding, customer support, notifications, or billing.
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The process
Research
Unravel conducted comprehensive research and analyses. As our goal was to create the best support for the DW clients, we conducted interviews and empathized with their needs and experiences along current processes.
Design
With Product Designer, IT Architect and Product Owner on board we crafted a service blueprint and system architecture that included enhanced cross-team communication opportunities. The platform architecture was designed to ensure future scalability, both vertical and horizontal.
Benefits
Thanks to efficient multiple databases communication and a set of APIs, the platform is not only able to perform fundamental processes such as monitoring, reporting and invoicing, but also to implement next-gen solutions.
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