Finding the right platform to accelerate innovation
As a global IT services and consulting firm, TeamWork provides a wide range of services to clients worldwide, from management consulting to technology integration. To stay ahead of competition, the company needed a technology platform that could complement their existing cloud-native expertise as well as support its strategic goals of accelerating development, reducing costs, and facilitating seamless team collaboration.
After evaluating several platforms, including ServiceNow, Microsoft PowerApps, and SAP Build, TeamWork selected OutSystems as the ideal solution to build web applications. The platform’s cloud-native and modern nature was a major deciding factor, aligning with TeamWork’s existing development approach on AWS. The team was confident in its technical capabilities and ease of use, finding it more user-friendly than other platforms.
"The OutSystems platform has enabled us to build intelligent AI Agents that streamline customer requests and internal processes, allowing us to focus on delivering value rather than administrative tasks."
A suite of AI-powered tools built with OutSystems’ agentic AI capabilities
Since adopting OutSystems, TeamWork has built more than 15 applications, including a new customer portal and a range of internal applications, all designed to solve specific operational pain points. Some of the applications are augmented with AI capabilities and built using Agent Workbench
The customer portal allows clients to access invoices and specific apps, and it connects directly with Salesforce to ensure real-time data synchronization. To convert previously unbilled consulting time into a structured, monetized service, the company built an "Ask an Expert" app that allows clients to book meetings directly with TeamWork's experts, managing their availability and areas of competence.
To boost AI adoption internally, TeamWork developed AI Studio, a secure and cost-effective suite of custom agents built with OutSystems and powered by OpenAI. Unlike public AI tools with limited, expensive licenses, this in-house solution is widely accessible and provides a productivity hub for employees.
The AI Studio includes a variety of specialized agents:
- Memo Agent: This agent analyzes meeting transcripts to generate summaries, action items, and deadlines, with the output available for download or direct submission to Salesforce.
- Email Agent: Improves the quality of emails and can be used directly from an inbox, streamlining communication.
- Recruiting Agent: Integrates with the talent management system to process information from job candidate interviews.
- Customer Support Agent: auto-classifies and routes support tickets, proposes solutions to complex issues, and provides quick answers to clients. This multi-agent system significantly enhances operational efficiency and elevates the overall client experience: TeamWork expects that 20% of incidents will be resolved automatically, with a 25% reduction in time to resolution.
"We are particularly excited about the capabilities that OutSystems Agent Workbench brought to the table. It helps us equip our consultants with innovative AI tools, helping us enhance customer and employee experience."
Driving business impact with speed and efficiency
TeamWork's investment in OutSystems has paid off, delivering significant benefits in terms of efficiency, revenue, and future growth. OutSystems has helped the company develop MVPs faster and reduce costs. They have also been able to automate processes like security audits, eliminating manual, time-consuming, and error-prone tasks. The "Ask an Expert" app has been particularly effective, optimizing their consultants' time and generating new revenue.
TeamWork’s new AI capabilities are expected to yield even greater results, including a 25% reduction in MTTR and 20% of incidents auto-resolved, providing real-time visibility for both customers and the support team.
The ability to create precise and secure agents for specific business processes has not only impressed users but also created a significant demand, leading to a large backlog of requests. Baptiste Simon, Digital Factory Leader, calls this a "good problem to have," and thanks to OutSystems and Agent Workbench, TeamWork is ready to address it, delivering new agents that continue to drive value and innovation.
"The customer portal and AI solutions built with OutSystems are helping us bring a new and innovative digital experience to our clients and employees, leading to better billing of services and reducing unallocated consultant time."