Case: Open Innovation for digital accessibility
Discover Octágora’s open innovation case and how the startup implemented its digital accessibility solution in large banks.
Digital accessibility plays a fundamental role in the inclusion of people with disabilities in the digital world. With the advancement of technology and the emergence of innovative startups, we have seen a significant increase in the opportunities and benefits provided to this portion of the population. These technologies and initiatives have contributed positively to ensuring that everyone can fully participate in the digital society, promoting equal access and the active participation of people with disabilities.
It is important to highlight that digital accessibility encompasses the removal of barriers that prevent people with disabilities from using and taking full advantage of the resources available on the internet and other digital platforms. These barriers can be visual, auditory, motor or cognitive in nature. Therefore, it is essential that technologies and startups develop solutions that meet these diverse needs.
With the aim of ensuring that people with disabilities have equal access to company service channels, a new SAC (Consumer Service) law emerged in 2022. According to the legislation, providers of services regulated by the federal Executive Branch, such as telecommunications, electricity, water, health services, banks, among others, are required to provide accessible service options, such as chat, email and videocall with interpreters. de Libras, in addition to adapting its telephone channels to meet the needs of people with hearing impairments, such as providing support via text message.
With the new law, corporations from different segments are looking for solutions to improve their call centers. And this is exactly the work developed by the startup Octágora.
How Octágora implemented digital accessibility in large banks
Founded in 2020, Octágora innovated by creating a platform that allows companies to guarantee inclusion and more autonomy for people with hearing impairments. As differentiators, the startup’s tool offers a web-based solution, without software installation, allowing agile implementation, and controls that guarantee traceability, both in accordance with Security and Privacy (LGPD) requirements. Furthermore, the startup team has a team of Customer Experience specialists, who help build the journey and service flow that best suits the characteristics of the operation.
All this expertise caught the attention of large banks, such as: Bradesco, Santander, Next, Digio and BMG, and retailers such as Via, owner of the Casas Bahia, Ponto and Extra.com brands. The pains of all these corporations were very similar: ensuring that all consumers had access to effective and inclusive care services, promoting accessibility and equal opportunities for people with disabilities.
With the combination of audiovisual resources and a robust service management system, the startup implemented service in Libras for several customers, who now have interactive and visual service, in accordance with the SAC law.
With the success of the implementation, the startup is now implementing the digital accessibility solution, focusing on service in Libras, in other corporations.
Open Startups and Open Corps: the importance of collaboration in open innovation processes
According to Marcelo Izumi, Co-founder and Business Director at Octágora, collaboration between startups and corporations makes it possible to implement solutions at a time when changes occur in the business environment. For him, open innovation allows us to shorten the timeframe for executing and validating strategic models and projects with great potential for impact.
Startups, in general, have to offer companies that are looking to rethink their processes and work methods an agile methodology focused on execution. Although failing quickly is not always a viable option for established corporations, the ability to pivot is ingrained in the DNA of technology-based startups. These companies learn in the shortest possible time, optimizing efforts and allowing corporations to absorb knowledge and technologies at a more mature stage for consumption, testing and validation. By engaging with startups, companies can leverage the agile mindset and culture of experimentation, driving innovation and efficiency in their own processes and working methods.
Octágora was awarded in the 100 Open Startups 2022 Ranking, guaranteeing a position among the best startups in the Customer Services category. According to Marcelo, “The credibility of 100 Open Startups within the innovation ecosystem attracts curiosity and interest on the part of large corporations and, therefore, being in the Ranking allows new deals to be closed with important players”.
