bonsai.tech

BACKGROUND

Please describe your company and your position there.

I work as Head of ICT department in EOS Matrix. EOS Matrix is one of the leading debt management companies in Croatia. From the very beginning, dynamism, transparency, fast action and high performance are the principles that guide us in our work and lead to fast and healthy growth of the company. Our company belongs to the EOS Group, a member of the Otto Group. This means that we have the support of an international network, as well as a strong financial base provided to us by the main company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire bonsai.tech, and what were your goals?

We wanted to streamline communication with our clients and provide them instant support when needed. However, aware that personal debt information they wish to acquire is confidential and private, we had first to verify users and make sure that information isn’t shared with a third party.

SOLUTION

How did you select this vendor and what were the deciding factors?

We recognized bonsai.tech as a convenient partner at AI in a day event when they demonstrated their chatbot expertise supported by solution success stories. Also, bonsai.tech was selected as most appropriate partner among other companies in a selection process that we conducted.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

bonsai.tech came up with a chatbot solution that overcame the mentioned challenge. A chatbot provides instant response to incoming messages and queries, answers frequently asked questions, and gives information about individual debts. On the other side, the chatbot admin web interface created for the chatbot’s supervision saves occurred conversations, asked questions and completed questionnaires, provides insights, and allows editing knowledge base.

How many people from the vendor's team worked with you, and what were their positions?

Their project team consisted of a project manager and dedicated developers.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

The result we are talking about is a chatbot solution that brought us savings primarily in terms of cost and employee time. In addition, our support team can now focus on more complex queries without sacrificing clients satisfaction.

Describe their project management style, including communication tools and timeliness.

The project manager took great care of the chatbot project and met our expectations and communication standards, provided continuous support, and delivered expected results on time.

What did you find most impressive or unique about this company?

We see great value in the agency’s improvement ability. We are talking about the flexible team that wishes to do better in each alternation phase. Any company facing similar challenges and looking for a solution similar to ours should consider bonsai.tech as their go-to partner

Are there any areas for improvement or something they could have done differently?

As we already stated, project filled our goals and expectations. Because the goal of project was to develop and implement new channel of communication, we find that additional support on how to promote product for end customers would be also useful. At the end, we gained maintenance agreement and mutual understanding about further product promotion.