Customer Story

Covisian: Driving the international growth of its outsourcing business using Google Workspace

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Covisian creates a more collaborative culture, streamlines its processes, and becomes more efficient across its global network by using Google Workspace.

Google Cloud Results

Building a collaborative culture across 20 global locations

• Streamlines the tendering process, so that offers are produced faster
• Integrates seamlessly with Covisian’s proprietary software
• Creates a more autonomous workplace, reducing calls to IT support
• Improves the customer experience, delivering more engaging content via Google Sites and meeting deadlines with Google Calendar

Many companies manage their business by focusing on their core activity and outsourcing other subsidiary functions to other companies. These can range from using a contact center for handling omnichannel customer queries to hiring an external team to deal with the social media presence. That’s why the role of business process outsourcing (BPO) companies has become so vital. With the rise of AI automating many jobs, the BPO industry has had to evolve quickly and find ways to leverage cutting-edge technology to provide innovative solutions to new business challenges, while keeping their clients’ KPIs looking healthy. That’s where Covisian comes in.

Covisian is an international BPO company, with its roots in Milan, Italy. It works across 38 locations in six countries, serving global and local brands from a wide range of industries. Covisian offers a comprehensive suite of services to its clients, from customer care to phygital solutions. Crucially, Covisian believes that the latest technology can enhance human interaction, rather than replace it, and have an impact on its clients’ business KPIs.

“We don’t want to be just the partner that gets paid to answer calls or manage documents,” explains Fabio Sattolo, Global CTO, Covisian. “We help our clients establish new solutions or business and pricing models, all aimed at offering next-level customer care.” Covisian’s embrace of new technologies can be seen in the development of its own software, Sparta AI.

Sparta AI is a proprietary platform and a working methodology designed to manage every aspect of a client’s customer operations, from planning to real-time control. Sparta has been integral in building integration across Covisian’s global network. The company’s rapid expansion from 1,000 employees to 25,000, through multiple acquisitions, posed its own challenges, which Sparta was built to overcome.

“We have basically implemented Sparta across our global network of teams,” says Sattolo. “It means that everybody is using the same tool to manage operations within our group, which is really difficult to do when you are scaling up so quickly.” But it is this cohesion and collaboration that is part of Covisian’s DNA, and one of the main reasons it decided to adopt Google Workspace.

Supporting a new organizational structure with Google Workspace

“We’ve grown really fast in the last few years, and we’re changing our organizational structure. I'm happy to have Google Workspace as a tool that’s helping us run this organization in the proper way.” -- Fabio Sattolo, Global CTO, Covisian

Covisian’s rapid acquisition of various companies worldwide meant that it also bought each company's software, tools, and administrative methods. Nevertheless, Covisian was determined to create a culture of collaboration and instill a digital-first mentality across the board.

The pandemic sped up this process considerably when 18,000 Covisian employees were suddenly forced to work from home. This caused a host of challenges, from networking to latency issues, but crucially the company was able to quickly communicate effectively with remote employees via Google Workspace and solve these issues.

Working with its Google Cloud partner TIM Group, Covisian used Google APIs to integrate Google Workspace with Sparta AI to support its process management tools. This rapid digitalization improved the efficiency of Covisian’s internal processes too. “We’ve grown really fast in the last few years, and we’re changing our organizational structure. I'm happy to have Google Workspace as a central solution that’s helping us run this organization in the proper way,” says Sattolo.

Covisian has enhanced the productivity of the company and its subsidiaries thanks to specific change management initiatives led by Noovle S.p.A., part of the TIM Group. As part of its long term strategy, Covisian trained a group of users to become internal trainers on Google Workspace. Noovle organized 44 Train the Trainer sessions for 11 groups of users spread across four different countries. These training sessions gave all of them a unique knowledge base. This has opened the way for an ongoing autonomous education program.

Giving independence to employees by streamlining processes

Google Workspace has also opened up many opportunities to digitize and streamline processes across Covisian. Take the tender process, for example. This used to require the involvement of several people across different departments, and several documents would be in circulation alongside long email trails.

Google Workspace instantly simplified the process. “Google Workspace enables us to all share the same document, which means the tender process has become really fast,” says Sattolo. “We used to have a team of four or five people managing this process. Now we have one, maybe two people. This means we can refocus our resources on providing the best service for our clients.”

This newfound autonomy is also bolstered by Google Forms. By using Google Forms, and other tools, such as Google Sites and Google Calendar in Google Workspace, Covisian is helping to change its employees’ mindsets. They now feel more empowered to do tasks on their own. “Using Google Forms is simple. You can create and share the content you want, without having to call IT. leaving the IT team to concentrate on other areas of the business,” explains Sattolo.

Building better customer experiences, autonomously

“Google Sites is great when we want to show our clients a lot of information. We can create an appealing site where we host everything. This is more engaging for clients than an unmanageable document.” -- Virginia Mateos, International Head of Marketing, Covisian

On top of giving Covisian’s employees more autonomy, Google Sites also improves the customer experience. “We don’t have to bother the IT team every time we want to develop something,” says Virginia Mateos, International Head of Marketing, Covisian. “Google Sites is great when we want to show our clients a lot of information. We can create an appealing site where we host everything. This is more engaging for clients than an unmanageable document.”

Google Calendar also had a big impact on the working culture of Covisian. Synchronizing deadlines across international offices was often confusing and time-consuming. Now, it’s simple: “We no longer need to waste tons of emails trying to figure out when to set up an internal meeting,” says Mateos. “Today, we just go to Google Calendar, pick a date, see who’s available, and send an invite.”

Besides internal meetings, Google Calendar also helps the Covisian team manage deadlines, explains Mateos: “Now we have a calendar, where each team overlays its delivery dates for the client. It’s great because it means that everybody's aligned, and we all know when we have to deliver a project for which client.”

Building a collaborative future together

“We want to be a global BPO company that employs a mix of technology and human know-how to provide the best experience for our clients. We’re excited to have Google as our partner on this journey.” -- Fabio Sattolo, Global CTO, Covisian

Covisian has used Google Workspace to embed a collaborative culture across the company, empowering its employees with more independence, while streamlining its processes so it can focus on providing its clients with a great service. It has laid the foundations for an exciting future.

“We want to be a global BPO company that employs a mix of technology and human know-how to provide the best experience for our clients,” sums up Sattolo. “We’re excited to have Google as our partner on this journey.”

Partners

About TIM S.p.A.

TIM S.p.A. is the leading ICT group in Italy. It offers integrated digital solutions for residential and business customers.

About Noovle S.p.A.

Noovle S.p.A. is a strategic ICT, Cloud and edge computing subsidiary.

*Google Workspace was formerly known as G Suite prior to Oct. 6, 2020.