Ta-Ta Supermarkets
How Ta-Ta simplified reporting and monitoring of issues in Jira through WhatsApp, improving the experience of internal customers.
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About Ta-Ta
Ta-Ta Supermarkets is a retail company with a history of more than 60 years in Uruguay. It is one of the leaders in the sector, with operations in more than 200 points of sale and a presence in 100% of the Uruguayan territory, through physical branches in the 19 departments. Multi Ahorro Hogar, BAS, woOw! and Frontoy are companies associated with the brand that operate in parallel, serving different business verticals.
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Why they chose Simpletech
Their testimony reflects that they found in Simpletech a technological ally to achieve their omnichannel and innovation objectives. Addressing disruptive ideas, which later always become a reality, is another strength that is indicated as differentiating and that has influenced the decision to choose Simpletech.
Comprehensive Support Coordinator at Ta-Ta Supermarkets
IGNACIO GORRITI
“More than listening to proposals, we like to listen to suppliers that align with our horizon and objectives of being an omnichannel and innovative company. We don’t just want a chatbot. We want MORE than a chatbot. Simpletech understood this from the beginning and that’s why we chose them.”
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Challenges & Solutions
FIRST CHALLENGE
Given their philosophy focused on “innovation, attention to detail and continuous improvement”, they approached Simpletech in search of a tool that would help them improve the experience of the company’s internal customers when reporting incidents. These processes range from cashier service to logistics operators who travel around the country delivering merchandise. The organization needed a familiar and easy-to-access tool for staff with little ties and experience in digital platforms.
AIM
Provide a new, more accessible support channel for non-computerized clients of the organization. This solution had to be simple for the user and also simple for the team that receives the incidents.
IT Operations Manager at Ta-Ta Supermarkets
Eduardo Zukauskas
“With the Simpletech team, what we have achieved is a partnership. Our common association is to innovate, exceed expectations and be agile. There is good teamwork... Every time a crazy idea has emerged, we never hear a "No" as an answer. At Simpletech, none of our explosive ideas have been discarded. In fact, they have been analyzed and most of them are now implemented. Our vision is that this teamwork will be incremental to all areas of the company.”
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Challenges & Solutions
The project we developed included the integration of WittyBots and Jira Service Management into the client's WhatsApp Business API.
The solution design is divided into two branches:
1. Creating incident tickets:
This allows the organization's employees to report and request assistance via WhatsApp when failures arise that require the attention of support staff. This is done through a series of consecutive questions, which arise based on a funnel designed by the client.
2. Query and update active and closed incidents:
Today, support staff can report the status of each incident in real time. In addition, their superiors have access to a detailed report of what has happened and is happening with their collaborators. This solution also has the added benefit of being able to add comments on the evolution of each incident, through WhatsApp audios and images. This simplified the reporting process for people with little knowledge/experience with technological tools.
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