How we work
Our approach connects research, design, technology and execution through a cycle of four moves. Each stage produces concrete results and lets you move on to the next with greater clarity.
01 / The cycle
Our approach connects research, design, technology and execution through a cycle of four moves.
Each stage produces concrete results and lets you move on to the next with greater clarity.
Understand
We research the business, its processes, players, relationships and challenges. We integrate information and build a shared understanding of the problem.
ResultA well-defined challenge and identified, prioritized opportunities for improvement.
Redesign
We explore alternatives to organize the work, make use of information and bring in new technologies. We assess their potential and design a viable solution.
ResultA new way of operating, designed around the value we want to create.
Implement
We develop and integrate the necessary solutions, working directly with the client’s teams and validating how they perform in real conditions.
ResultA business capability implemented and ready to use.
Evolve
We measure impact, assess performance, identify lessons and make the necessary adjustments.
ResultA capability that keeps improving and adapts to the business’s needs.
A continuous cycle of value creation.
Some organizations need to understand their problems and opportunities better. Others already have clear objectives and need to design a solution, implement artificial intelligence or improve capabilities that are already running.
Our support adapts to the starting point, priorities and available resources.
Where is your company?
Select the situation that best describes your company.
The goal of every engagement is to develop a new or improved business capability that can be used, measured and evolved.
02 / Our approach in practice
Illustrative example: transforming service operations.
Imagine a company that receives hundreds of customer requests every day. Response times are long, teams work with scattered information and resolving each case means checking with several areas and systems.
An initial technology solution might be to implement a conversational assistant that answers the most frequent questions.
At SF/CIA we approach the challenge from a broader perspective: how can we develop a better customer service capability?
We research how requests arrive, who handles them, where delays occur and what information teams need.
We find, for example, that part of the problem lies in fragmented information, coordination between areas and the number of manual decisions needed to resolve each case.
We design a new way to manage requests.
We organize information better, simplify steps, define responsibilities and establish how human teams and intelligent tools should work together.
We integrate the necessary systems and develop AI agents that can look up information, classify requests, prepare responses, support decisions and carry out pre-authorized tasks.
Employees keep control over the decisions that require human judgment.
We assess response times, resolution rates, operating costs, service quality and customer satisfaction.
Based on the results, we adjust processes and improve the solutions.
A more agile, coordinated and scalable service capability, backed by integrated information, better processes and artificial intelligence tools.
The transformation lies in improving how the whole service works, beyond adding a technology tool.
The same approach applies to processes
The same approach can be applied to commercial, financial, administrative, logistics, knowledge management and decision-making processes.
03 / How we can work together
Every organization has different challenges, capabilities and priorities.
That is why we offer three ways of working with SF/CIA, from engagements focused on discovering opportunities to implementation missions and ongoing support.
Where is your company today?
Discover before you invest.
An intensive, collaborative process to understand a business challenge, explore opportunities and design possible solutions.
We bring together the organization’s key people, research relevant information and use analysis and design tools to build well-grounded alternatives.
From design to a working capability.
We form a multidisciplinary team that works directly with your organization to design, develop and implement a concrete business solution.
We bring together intelligence, organizational design, artificial intelligence engineering and implementation management.
The work is done alongside the client’s teams, with defined objectives, owners, deliverables and success criteria.
Make sure value grows over time.
We support implemented capabilities to maintain their performance, assess their results and develop improvements.
We set up monitoring, evaluation and governance mechanisms that allow solutions to adapt to the business’s needs.
Let’s talk about your company’s future
Every organization has opportunities still to be discovered, processes that can work better and new capabilities that can be developed.
We can start with a conversation about your organization’s challenges, the opportunities you want to explore and the results you want to achieve.
Let’s find out together.
