FAD Youth Success Story

FAD Juventud: Deployment of Contact Center integrated with WhatsApp

The FAD Juventud Foundation (formerly the Foundation for Aid against Drug Addiction) is a non-profit organization based in Spain. Its main focus is on improving the well-being and quality of life of youth as protagonists of the present and architects of the future.

What challenge did the company face?

The FAD Youth Foundation was faced with the task of skillfully managing and responding to a variety of incoming calls and contacts through different communication channels, as well as expand your contact options.

The key challenge was integrate these communication channels in a unified manner to ensure effective and up-to-date attention and management of contacts.

Solution implemented

Developing a custom application

A customized application was designed and developed for the Fad Orientation Information Service (SIOF) staff. This application allowed users to manage and respond to incoming contacts in a unified manner through multiple channels.
In addition to incoming calls, a calendar system was prepared for task management and video conference scheduling through integration with Google Meet.

Integration with Amazon Connect

The technological infrastructure was supported by Amazon Connect, a cloud-based contact center service from AWS. The custom application was tightly integrated with Amazon Connect, allowing SIOF agents to use this platform to manage interactions with users efficiently and effectively.

Amazon Lex Bot

An Amazon Lex bot was implemented that automated responses to common queries and directed users to SIOF staff when specialized assistance was needed, improving operational efficiency and user experience.

WhatsApp deployment

The solution included the deployment of the WhatsApp channel for communication with users, which expanded contact options and provided greater convenience for both users and agents.

Implementation of unified communication channels

With the help of Amazon Connect, a successful implementation of unified communication channels was achieved. This involved the ability to receive and manage phone calls, WhatsApp messages, and emails in one integrated environment.

User Management

Although it was mentioned that this is not a full Single Sign-On (SSO), a procedure was established to manage the creation and deletion of users on both platforms, i.e. in the custom application and in Amazon Connect, ensuring proper synchronization of users.

Analytics

An analytical dashboard system was developed with integration of information from different channels to allow for a global analysis. Data is obtained from multiple management applications, as well as from the Amazon Connect platform itself. The result is able to display information and KPIs customized to the needs of the organization:

> Indicators associated with call volume and managed cases

> Indicators associated with the information of each of the cases attended to

> Indicators associated with surveys of services provided

In addition, reports associated with these dashboards were configured and are regularly created automatically and sent to the people in charge of controlling and improving the service for subsequent analysis.

Results

After implementing the solution with the different AWS services, the FAD Juventud Foundation significantly improved its operations. They experienced a greater efficiency in the management of user interactions, thanks to automation and better data management. In addition, the introduction of channels such as WhatsApp or with a Amazon Lex bot allowed Faster and more effective responses, since the interaction is more accessible and simple, enhancing the customer experience.

With the implementation of the new environment, the organization was able to manage a Increased query volume without increasing workload of staff. The detailed data collected helped in strategic decision making and operational efficiency resulted in sustainable cost reduction, enabling smarter allocation of resources.

In general terms, technological implementation not only improved efficiency and user experience, but also optimized resource management and decision-making, contributing to greater financial sustainability.

What has this implementation meant for SIOF?

Priscila Bueno Aguilar, Fad Information and Guidance Service Technician

"The implementation of a contact center based on Amazon Connect has positively transformed my work as a psychologist, improving both the operating efficiency as the experience of the people we serve. This allows me to provide better support to those who contact us while optimizing the management of time, available resources, and making more informed decisions to improve my intervention.

Additionally, despite the increase in the volume of consultations, I have not experienced a significant additional workload (unlike the previous year when I worked without this tool). This is due to the efficiency provided by the implemented technology, which allows me to handle a greater flow of care without compromising the quality of my work or my personal well-being.

On the other hand, Detailed data collected through the Contact Center is very useful for making strategic decisions in our team. They allow us to better understand the needs and concerns of those who contact us, as well as the days and time slots with the highest and lowest demand. All of this is reflected in the statistical data provided by the analytics space based on Amazon QuickSight, that way we can identify areas for improvement in the service.”

Teresa Cubillo Estívariz, Fad Information and Guidance Service Technician

"The implementation of a contact center based on Amazon Connect has positively transformed my work as a psychologist, improving both the operating efficiency as the experience of the people we serve. This allows me to provide better support to those who contact us while optimizing the management of time, available resources, and making more informed decisions to improve my intervention.

Additionally, despite the increase in the volume of consultations, I have not experienced a significant additional workload (unlike the previous year when I worked without this tool). This is due to the efficiency provided by the implemented technology, which allows me to handle a greater flow of care without compromising the quality of my work or my personal well-being.

On the other hand, Detailed data collected through the Contact Center is very useful for making strategic decisions in our team. They allow us to better understand the needs and concerns of those who contact us, as well as the days and time slots with the highest and lowest demand. All of this is reflected in the statistical data provided by the analytics space based on Amazon QuickSight, that way we can identify areas for improvement in the service.”

Why Apser

apser is the AWS Advanced Consulting Partner specialized in private companies, public sector, ISVs and non-profit organizations.

The apser team provides a customized, agile and understandable approach that contributes to the widespread adoption of the cloud paradigm.

In 2018 we began our experience with AWS and, since then, we have not stopped incorporating knowledge and experience, a fact that drives us to improve the efficiency of our clients' platforms.

Our team operates through two business units: Cloud Solutions (as a managed services provider) and Cloud Professional Services (as consultants).