ATG in Biotechnology Innovation
Demand for its services increased exponentially, but it was able to continue focusing its resources on the core of its business. This was achieved through the automation of customer service.
1
About ATGen
It is a company dedicated to biotechnology. Founded in 2001, it was the first spin-off incubated in the Faculty of Sciences of the University of the Republic in Uruguay. Such origins determine the innovative character that defines the company, which has earned it multiple awards and recognitions.
2
Why they chose Simpletech
Simpletech definitely offers the best time on the market. This is thanks to the suppliers they work with and the platform WittySuite, which was designed from the ground up to provide a simple, code-free interface for creating user experiences. They also have an API for integration with business tools. The SaaS business model adapts to unpredictable changes in demand, providing costs in line with the added value for the company and its end customers.
Project Coordinator at ATGen
ANA LOCKHART
“When the solution was implemented, the company had no customer service, given the explosive demand for our services. The telephone lines were completely saturated, even our personal phones collapsed. It was impossible to support this demand with agents. The only way to solve it was by incorporating the Wittybots chatbot through the WhatsApp platform.”
3
Challenges
Meeting the growing demand for services in terms of operations and communications with its customers was the main challenge. The company went from carrying out 4 to 5 tests per day to a peak of 60,000 tests in one day in the midst of the health crisis caused by COVID-19.
4
Goals
Before the COVID crisis, ATGen focused on research, innovation and B2B services. They needed to adapt quickly to grow their B2C activities.
Commercial Director at ATGen
FABRICIOS SARLOS
“We are very happy with the results and amazed by the speed of implementation. In just three days they finished the project, created the WhatsApp API account and had users interacting through that channel.”
4
Solution
The help of automation provided by WittyBots Through the WhatsApp Business API, it allowed them to cope with unexpected fluctuations in demand, while maintaining a relatively small team of 4 agents using our platform. WittyAgent when the user requests human attention.
The technical lab team grew from 15 people to 180. However, the customer service team, which at the time consisted of 2 people, only added 5 new members. This, despite the rapid growth in demand. According to ATGen, this was only possible thanks to the agile automation implemented with WittyBots in the API of WhatsApp Business.
The virtual assistant's flow provides instructions for obtaining COVID-19 test results, the company's most in-demand service.
ATGen bot notifies you of the latest COVID-19 testing requirements and offers discounts on diagnostic services.
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