Avanza: Enhancing Collaboration and Leveraging APIs with Google Cloud

Avanza Outsourcing Solutions is a leading business process outsourcing (BPO) provider based in Spain. The company specializes in business solutions and outsourcing services, combining innovative technology, efficient processes, and committed people. Avanza offers a wide variety of services, including retail operations, human resources, and call center support. The company operates across Spain, Portugal, and Latin America, employing more than 7,000 people. Avanza is known for its focus on technological solutions that help to minimize inefficiencies in its operations and its commitment to exploring new technologies to enhance its services.

Avanza, a leading business process outsourcing (BPO) provider in Spain, faced several challenges in its operations. The company, which offers a wide range of services from retail operations to human resources to call center support, had to maintain efficiency while dealing with the cyclical nature of the BPO sector and tight margins. With over 7,000 employees spread across six countries, Avanza struggled with collaboration and communication, largely due to its outdated email platform that led to siloed working and the burden of maintaining its own servers. Furthermore, Avanza wanted to incorporate machine learning and artificial intelligence into its business solutions, but its existing IT infrastructure was not equipped to handle these advanced technologies. The company was at a crossroads in 2016, deciding whether to continue with its current platform or explore new options.

Avanza chose to explore new options and turned to Google Cloud for a new way of working. The company engaged the services of Altostratus, a Google Cloud partner, which began with an in-depth consultation to identify areas where Google Workspace and Google Cloud could benefit the company. Following the consultation, Altostratus designed and delivered a proof of concept of Google Workspace, which convinced Avanza to commit to a full migration. The transition was not just technological but also human, with Altostratus implementing a gamified training program to help employees adapt to the new system. Avanza also deployed Google Cloud AI & Machine Learning APIs to automate its core business operations and make them more efficient. For instance, Avanza developed a chatbot solution for automated support services on its clients' websites and used the Cloud Speech-to-Text API to transcribe call center conversations into useful data. One of the most innovative solutions was the use of Cloud Vision API for stock-checking services, which significantly reduced the time and effort required for this task.

• The implementation of Google Cloud has brought about significant operational improvements for Avanza. The company has built a platform that enables its employees to collaborate effectively, regardless of their department or location. The use of Google Meet and mobile devices has made meetings more accessible, reducing time wasted on booking offices and ensuring that key participants can contribute wherever they are. The use of Cloud AI & Machine Learning APIs has also enhanced Avanza's core business operations, providing powerful analysis to optimize existing processes or replace them with more efficient methods. The company's continuous search for new and better technology solutions is facilitated by the flexibility and scalability of Google Cloud, allowing Avanza to explore new tools like the Cloud Video Intelligence API and Google Cloud AutoML.

• Reduced the time taken for stock reports by 50%

• Reduced travel expenditure within Spain by 12%

• Decreased outgoing telephone usage by 16%