1. Situation
The Client, a large contact center in Belgium, launched a spin-off focusing on call center automation products. The Client recognized the trend of declining human-based customer support and wanted to leverage their knowledge of contact center experience by introducing customized generative AI tools and automation products specifically for this market. Presenting a unique value proposition, the Client and their spin-off aimed to generate new revenues and present themselves as a future-proof contact center. In addition the spin-off will sell their call center automation products to other players in the market.
The Client was looking for a partner to boost the implementation of this new business strategy. WorkNomads was engaged to support their spin-off with expertise on product development and project management. Working alongside their solution architects and system engineers, an IT development process needed to be set up while aligning with operational needs.
2. Team of experts
Our specialists were working fully remotely from Europe, the Middle East and Africa
Occasionally our experts traveled to the client or the client stayed and worked together onsite at our WN LAB Hotel
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AI Developer
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Business Analyst
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BI Developer
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Chatbot Developer
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Full stack Developer
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Genesys Cloud Engineer
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IT Manager
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Product Owner
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Scrum Master
3. Process
Capacity and modern tech stack
WorkNomads assembled a team of 8 engineers and 3 managers, to boost the skillset of the spin-off team and establish agile principles of working on software development.
Product and project management
Recognizing the importance of establishing work principles, role distribution, and development processes, WorkNomads provided Product Owners and a Scrum Master. They implemented the Scrum framework, communication systems, and product lifecycle management processes, covering business analysis, client research, product planning, design and development, testing, and production. Their goal was to establish sustainable principles and train the local team by coaching and example, performing real product development for 8 months.
People management
A Product Owner was appointed as the IT Manager for the entire company team in order to establish and align enterprise-wide processes as well as to lead and guide the employees. In addition, a manager from the Client ensured continuous monitoring, assessment, and development of the provided staff as per the general practice of WorkNomads.
4. Outcome
The spin-off managed to develop and sell 4 market-ready products. Sustainable project and product management processes were established, easily applicable to ideation from any company member.
Fully prepared to enter the scaling phase, the spin-off is currently building its own in-house team and will continue to call upon our services on an as-needed basis knowledge or capacity basis.
