Observability: How automation identified dozens of confirmation failures and prevented sales loss in e-commerce
Insurance
"Zappts designed an automated RPA solution that tracked our traffic, content, and business rules with a precision we never had before. The immediate identification of 18 incomplete sales processes and over 50 confirmation failures for the end customer paid for the project almost instantly."
Client (Porto)
Client Challenge
The project's strategic challenge involved establishing complete observability of the company's e-commerce environment. The goal was to thoroughly verify the process chain, traffic, transacted data content, and compliance with operational business rules. The operation needed to ensure continuous monitoring and automated alert generation for risk situations, structuring this visibility through dashboards and indicators.
Zappts' Role
To solve this visibility gap, Zappts implemented an RPA (Robotic Process Automation) automation designed to track the entire e-commerce process chain, enabling the generation of a process risk dashboard. Additionally, the automation was architected to generate a database capable of validating business rules and traversed content, directly feeding the risk dashboard and the generation of mature business indicators.
Results
The implementation delivered a sharp and corrective view for the business, materialized in the creation of a dedicated observability dashboard. In practice, the solution quickly identified 18 incomplete processes, which was directly resulting in sales not completed by the operation. The tool also diagnosed 52 processes with serious final customer sale confirmation issues. Finally, observability pointed out the lack of data collection across the entire e-commerce process chain in logs, enabling infrastructure correction for the generation of solid and reliable indicators.
About the company
Porto (formerly Porto Seguro) is a Brazilian holding company that evolved from a traditional insurer to a diversified services ecosystem. Structured in three business verticals — Porto Seguro, Porto Saúde and Porto Bank — the company operates with a focus on innovation, technology, and convenience to improve the customer experience.
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