Our platform
A platform for change
OnProcess Agora™ is the technology that powers our digital services. It’s a fully-integrated stack of critical applications that allows our people to orchestrate and automate processes across the service supply chain.
Why we built Agora
The typical service supply chain is a web of disconnected, manual processes managed by siloed departments. It’s in desperate need of digitalization and automation.
That’s why we built Agora. It unites all of the tools needed to gain complete control and visibility across the service supply chain. And it’s fueled by accurate, high-quality, dynamic data. It gives our people the ability to reimagine and automate processes on the fly. And that’s the secret to dramatically reducing costs, transforming the customer experience and hitting sustainability targets.
Five critical components
Visibility & Orchestration Layer
This is a common framework layer that provides visibility across the platform and supports end-user apps such as self-service portals, management and control dashboards, and other tools that give your operations and customer service teams easy access to the data and insights they need.
CX & Communications Layer
This is where we apply data to automate or guide contact centre processes. We can manage almost any channel on your behalf—text, email, WhatsApp, RCS, Voice and more.
Process Layer
This is where the rubber hits the road. Our people orchestrate a suite of applications that do the hard work of coordinating and managing each stage of the service supply chain—Plan, Deliver and Recover. This ecosystem of tools is fully integrated so that everyone is working with the same data and gameplan.
Radia™ Intelligence Engine
This is where we put data to work. The output of Dynama—Dynamic Service Insight—is applied to actual business processes so that everyone (and every bot) has the up-to-date information needed to make better decisions.
Dynama™ Data Factory
Dynama is the foundation for our platform. This is where we collect, clean and enrich data from across the service supply chain.
Visibility & Orchestration Layer
We currently offer two self-service applications to help you and your teams access and share critical information directly from their smartphone.
Our Client Dashboard gives you a bird’s eye view of your entire service supply chain. Track key metrics, identify trends, spot problems and export data as and when you choose. You can also reach out to your account manager for support.
Our Recovery Portal is for your customers or field engineers. It makes their life easier and in doing so accelerates the returns process. They can scan barcodes, access critical paper work, contact agents, track returns and more.
Radia™ – Our secret sauce
Data, in of itself, is relatively useless. It needs to be applied at the right time, to the right process if it’s to make a meaningful difference for your business.
This is why Radia™ is essential. We use the rich output of Dynama™ to make better decisions across the service supply chain. This information can fuel a galaxy of applications, including AI, AR and visualization tools. A planner may use this insight to tweak a six-month forecast. Or a machine learning algorithm may use it to recommend the next best action in a delivery workflow. Either way they’ll make informed decisions based on the very best intelligence.
Dynama™ – Our data refinery
Think of Dynama™ as a factory. It’s where we pool raw data from all of your systems of record—CRMs, ERPs, data warehouses and more—to build a single view of your parts and customer data. We then categorize and clean this information before enriching it with our own insight. This cycle is then repeated on an ongoing basis to ensure we’re always working with the most relevant information.
The output of this process is much more than the sum of its parts—it’s high-quality, accurate and up-to-date. We call this Dynamic Service Insight and it informs every decision we make on your behalf.
Agora powers:
Cradle-to-cradle Parts Management
Complete visibility and control over parts across the service supply chain.
Total Customer Visibility
A single view of contractual obligations.
Dynamic Service Insight
A consolidated, connected and organized dataset across the service supply chain.
See Agora in action
Get a taste of OnProcess Agora™ with a guided tour of a Client Dashboard.
We’re experts in the post-sales service industry
We’ve served a huge range of businesses over the last twenty years and this has given us rare insights into a host of industries. See how we help businesses like yours.
