Goteco

BACKGROUND

Please describe your company and position.

I am the Public Procurement Specialist of the Accounting Department of a contact center. 

Describe what your company does in a single sentence.

A service organization that manages high-volume citizen requests and feedback through a digital communication platform

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Goteco to accomplish?

• Replace outdated legacy system
• Automate request management
• Enable remote system access
• Consolidate digital channels
• Improve tracking & reporting
• Increase on-time resolutions
• Enhance user experience

SOLUTION

How did you find Goteco?

Online Search

Why did you select Goteco over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Goteco were assigned to this project?

15-20

Describe the scope of work in detail. Please include a summary of key deliverables.

Goteco developed a custom CRM platform for a large-scale contact center to replace legacy software that could no longer support growing operational demands. The primary objective was to build a web-based, scalable system that could handle millions of annual user requests, support mobile access, and enable seamless collaboration among thousands of internal users. Key deliverables included a new electronic communication framework, real-time performance dashboards, automated request routing, mobile-responsive interfaces, and administrative tools for monitoring, analytics, and reporting. The solution was built iteratively over five years, incorporating continuous feedback from end-users and adapting to emerging challenges such as remote access needs during wartime and pandemic disruptions. The project was executed by a team of 10 mid-level or higher specialists and delivered as a full-cycle solution (“turnkey model”)

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The implementation of the new software significantly improved the processing of requests according to customer needs. The number of registrations and completed requests increased, demonstrating the high efficiency of the system. Process automation eliminated human error risks, ensuring stability and reliability, especially for high-load systems. Thanks to the improved user interface, the registration and processing of requests were sped up by almost twice. Additionally, the creation of global events to inform residents helped reduce the number of requests and prevent many issues.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The project was developed in multiple stages over a period of 2 years, with new visions for its development formed each year. There were challenges encountered, but efforts were made to address them during the project’s creation. The initial design phase took about six months, including research and development, leading up to the first release. The project followed an iterative development approach, allowing for ongoing improvements. Throughout the process, there was close collaboration with the client, both during the creation phase and at the testing and implementation stages, ensuring their needs were consistently addressed.

What was your primary form of communication with Goteco?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Goteco demonstrated a rare combination of deep technical expertise and a highly adaptive, client-centric approach. Their ability to navigate complex stakeholder environments, respond quickly to evolving requirements, and continuously improve the system based on real user feedback was particularly impressive. We also appreciated their proactive communication, transparent project management, and commitment to delivering tangible value at every stage of the engagement.

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

While the project was carried out under challenging global circumstances, Goteco successfully delivered a stable, high-performing system. As with any large-scale implementation, the team encountered resistance to change and technical nuances during phased deployment. These were addressed through close collaboration with the client, proactive troubleshooting, and adaptive project planning. Overall, the process confirmed the importance of continuous stakeholder engagement and agile response to operational feedback.