Compasso UOL centralizes communication and improves IT service monitoring with Microsoft Teams

Compasso UOL is a company that is part of the UOL Group and offers technology solutions to help its customers become leaders in their fields. The company has different areas, such as digital transformation, public cloud, development, security, and managed services, an area that, among other tasks, monitors the internal infrastructure.

A new purpose for workers

Rodrigo Lobo, the company's Chief Operating Officer, explains that he intended to bring Service Desk professionals — responsible for following up on incidents, system changes, requisitions, and team activations — to a role that allowed more in terms of learning and career. "The root cause of this initiative was initially working to put people to do a more noble job; that was the main purpose," he says.

The demand met the need to facilitate the monitoring of this environment by professionals in management positions. Thus, it was necessary to rethink the dynamics, which, formed by different platforms, between task organizers, communication applications, and emails, created a simplified environment.

"At first we wanted to build a multichannel platform and — since Microsoft Teams already centralizes enterprise communication — there was no need for another platform. With multiple channels, it becomes a mess and information is lost," says Cleyton Ferreira, Chief Technology Officer.

UMA application architecture

The task organizer was disposed of, and the team's attention was directed to Microsoft Teams, which began to centralize the company's communication with 6,000 users and an interface that organizes the entire process of technology support and customer service.

According to Cleyton, the development team highlights the use of Microsoft Bot Framework, a component of the Azure AI Bot Service, which sends information between the connected application, in this case Teams, to the user’s bot. "Our architecture has core components, responsible for integrations with APIs and ITSM. Bot Framework talks to this core component and consequently to everything else," he says.

The solution also features Azure App Service, a cloud service that streamlines the creation of web and mobile applications, and Azure Storage, which allows for the management of cloud storage resources from the desktop.

To conclude, there is Microsoft Graph, a portal for intelligently accessing a large volume of data in Microsoft 365, as well as Adaptive Cards, which allows developers to exchange user interface content consistently.

This entire ecosystem is brought together in the UMA application, the acronym for Unified Message Automation, which was developed by the Compasso UOL team.

Teams driven culture

Rodrigo says that the solution started as a small project in ops and kept growing, with information from CRM and compliance, until everything went over to Teams. "All that we've talked about is a Teams driven culture, because everything we do in one way or another, we try to make it have Teams as a central element," he comments.

Monitoring was performed by different applications and relied on reporting, as well as other processes, and is now in the palm of your hand — on any device that has Microsoft Teams downloaded — bringing mobility without a VPN system. Open requisitions are accompanied by a system of alerts and notifications, crisis processes are established in an automated manner, as well as the creation of groups to address these episodes — increasing the engagement of teams and, consequently, the speed of problem solving.

The process halved the company's SLA, taking the average time to crisis resolution from approximately five hours to less than two. The solution was efficient, and Teams became Compasso UOL's primary corporate tool, bringing together crisis management rooms such as the easily accessed shift schedule.

"With the Teams solution, our metrics began to exceed every month, and the results of the teams overall improved as well. Improving our operational performance results in a better customer experience, so that's clear," explains Rodrigo.

External customers

The application is also being made available to external customers. "We may make these notifications available to an external customer's team as well. It may be important for the customer team to be on top of something we, in infrastructure, have already found," says Rodrigo

Solution built in-house with Microsoft tools

Rodrigo recalls that the increase in the company's performance is also reflected in customer service. "We noticed this with the improved crisis resolution time, increased operational performance of indicators, and a number of other ways," he says.

He also points to having achieved the initial purpose of the project, removing professionals from Service Desk positions. "Initially, the root cause of this initiative was working to put people into a more noble job, and we took those people out of SLA notification for crises and other tasks," he concludes.