Articles by Ricardo
What is a customer support SLA and how do you measure response time?
A customer support SLA sets response and resolution deadlines by priority, measured in business hours. The key figure is the share of requests on time.
ToolsHow to turn logged hours into accurate invoices with pre-invoicing
Pre-invoicing gathers hours by client and project, applies the agreed rates and prepares the invoice before it is issued in certified software.
Enterprise AIWhat an AI agent for customer requests is and how it works
An AI agent reads requests from email, WhatsApp or Teams, identifies the customer, records them in the ERP and replies, with your team deciding what matters.
AutomationAutomated collections workflow: from first missed payment to external agency
The automated collections workflow phase by phase: payment retries, escalation, external collections agency and legal action. With triggers and decision owners.
Case StudiesCase study: from manual reports to instant answers with conversational analysis
Illustrative example of how a distribution company moved from manual reports to instant answers with conversational analysis of its data.
Case StudiesCase study: automating quotes and orders from email
Illustrative example of automating the quote-to-order cycle at an SME: email triage, AI-based data extraction and ERP logging.
Case StudiesCase study: automating bank reconciliation at a distribution company
Illustrative example of automating bank reconciliation at a distribution company: the challenge, the phased solution with RPA and ERP integration, results and lessons.
ProductEngiAnalytics: analysing company data in natural language
EngiAnalytics lets you analyse your company's data by asking questions in natural language. What it is, how it works, and how it differs from traditional dashboards.
Case StudiesCase study: systems integration and financial automation
Case study of ERP, CRM and invoicing systems integration with financial automation: problem, solution and quantified results at a Portuguese SME.
Case StudiesCase study: process automation in an industrial company
Real case study of process automation in a Portuguese industrial company: challenges, solution implemented, results and lessons learned.
AutomationHow to automate order and request management
Automate order management: from the customer's request to ERP entry without manual intervention. Reduce errors, speed up the processing cycle and improve the customer experience.
AutomationDigital approval workflows: eliminate paper and delays
Digitize and automate your company's approval workflows. Eliminate paper, cut approval times from days to hours, and keep a record of every approval.
AutomationOperational email automation: triage and automatic response
How to automate the triage, classification, and response of operational emails. Cut response time by 70% and free your team from repetitive email tasks.
AutomationRPA vs intelligent automation: what's the difference?
RPA (Robotic Process Automation) and intelligent automation: what they are, how they differ, when to use each, and how they complement each other. A practical guide for decision-makers.
AutomationAutomation ROI: how to calculate the return on investment
How to calculate the ROI of process automation: formulas, metrics, concrete examples and benchmarks. A practical guide to justify your automation investment.
AutomationAutomated collections management: fewer delays, more cash flow
How to automate collections management: automatic reminder emails, progressive escalation, CRM integration, and a 25-40% reduction in DSO. A practical guide for B2B companies.
AutomationReducing operational costs with automation: a practical guide
Discover how process automation reduces operational costs by 25-50%. Concrete examples, benchmark metrics, and an implementation strategy for B2B companies.
AutomationHow to automate your company's invoicing
Complete guide to automating invoicing: automatic issuance, supplier invoice processing with OCR and AI, ERP integration, and the elimination of manual errors.
AutomationFinancial automation for companies: complete 2025 guide
How to automate financial processes: invoicing, bank reconciliation, collections, and reporting. Reduce errors by 90% and free up your finance team for strategic analysis.
AutomationHow to automate administrative processes in your company
A practical guide to automating administrative processes: identify repetitive tasks, reduce errors, and free your team for higher-value work. Real examples and a step-by-step approach.