Reditus renewed its Quality certification in ISO 9001 and made the transition to the new ISO 9001:2015 standard.

Upon completion of another APCER audit, held at the beginning of March, Reditus’ Quality Management System (QMS) was recognized, by the auditor team, for its excellence and for its real support to business activity. The audit was conducted under the reference of the new version of the standards required for Quality Management (ISO 9001: 2015).

For Reditus, the certification renewal and the transition for the new Quality standard contributes to the fulfillment of the Company’s strategic objective to achieve a unique position in the market. This is a milestone that defines Reditus’ clear commitment with the quality of its services and with the improvement of the efficiency of its processes, with a direct impact on the business of its clients. The effective use of the Reditus operating model enables the Company to identify, define, control and promote accountability throughout the various phases of the business processes, resulting in high efficiency rates.

The evolution to the new standard places Reditus at a higher level of demand, while recognizing the respect of the organization for the principles and processes defined in its QMS.

"The Quality Policy followed by Reditus reflects the demands of our processes, which can only be achieved with the effort and dedication of the Company’s employees.", said Angelina Leal, Reditus’ Head of Quality.

"The transition to the new standard ISO 9001: 2015 is the recognition of the organization's efforts to prepare for the future, with the guarantee that it will maintain the compliance of its products, customer satisfaction and continuous improvement of Services, "concludes Angelina Leal.

Reditus has strengthened its longstanding partnership with Microsoft with the renewal of its Gold Partner status. Microsoft is one of Reditus' reference partners, and its products and solutions form a solid foundation of the company’s offering.

The renewal of the Gold certification is a recognition by Microsoft of the Reditus’ expertise in the areas of Applications, Datacenter, Cloud and Analytics.

As part of the partnership between the two companies, in January 2017, Microsoft and Reditus promoted a "Partner Day", a joint event that was attended by the managers in charge for the various business areas of the two companies. This event served primarily to reinforce and promote mutual understanding of the strengths of the two organizations, the engagement between the various businesses and their market alignment.

Reditus was represented by 31 employees from the most different areas, namely sales, pre-sales, partnership management, managed services, engineering (Technical), Quality and Application (development).

Luis Baltazar, Managing Director of Technology Services at Reditus, says: "Microsoft has been a benchmark partner for many years. This long-standing relationship has now been reinforced by the renewal of the Gold Partner status, which positions Reditus as a reference company for the implementation of projects supported by Microsoft technology.

It is important for Reditus to know that it has the support of the best manufacturers and its solutions for the implementation of its business strategy. Microsoft helps us consolidate our offer in several areas, such as Digital Transformation, Cloud, Analytics and Application Development"  concludes Luis Baltazar.

The results of the Reditus Customer Satisfaction Assessment (CSA) survey for 2016 show an overall satisfaction level of 82% (very satisfied).

This annual study is carried out within the scope of Reditus’ Quality Policy and constitutes an essential tool for the management and improvement of the services provided and of the business itself.

The results obtained in this latest Satisfaction Study demonstrate that Reditus maintains high levels of Customer satisfaction, reaching a customer satisfaction global average level of 8.2 on a scale of 1 (very dissatisfied) to 10 (fully satisfied). The final 8.2 value corresponds to the weighted average of the individual business unit’s results.

In this study, conducted through face-to-face interviews and online surveys, Customers continue to consider aspects such as Flexibility and Availability, Relationship and Identification with the Customer and Team Commitment and Competence, as distinctive features of Reditus against the competition.

In the different segments of IT Outsourcing and Client Services, Customers were “very satisfied” on a scale of 1 to 10. The area with higher weighted average evaluation was Communication (9,2). Pricing received second best weighted average valuation (8.7), followed by Service Management (8.6) and Team Skills (8.5). Quality (8.2) and SLA's (8.1) were the areas receiving the lowest mean score, yet attaining values above 8 out of 10.

Overall customer satisfaction in Client Services (CS) was 7.8, a figure that reflects average satisfaction with Business Process Outsourcing (7.6) and Contact Center services (8.0).

In the IT Services Business Unit the overall customer satisfaction for 2016 was 8.6, a figure determined as the mean value of three results: 8.3 as the global average for IT Outsourcing services’ customer satisfaction; 9,3 as the average result for IT Outsourcing user satisfaction; and 8.3 as the result for customer satisfaction with Service and Maintenance.

And last, a special note for the average overall satisfaction of our Platforms and Applications’ (P & A) Customers, which obtained a score of 8.25 in 2016.

Angelina Leal, Quality Director at Reditus, explains the importance of the study for the Company: "Reditus has been conducting this survey since 2013 in order to best respond to the growing requirements of our customers. The results help us to evolve and also to define a business strategy that is focused on the factors of most critical importance for our customers", concludes the Group’s head of Quality.

Reditus and OutSystems have strengthened their long-standing commercial and technological partnership with a joint event, meant at aligning the respective market strategies and enhancing Reditus’ pre-sales and commercial teams’ knowledge in OutSystems products and techniques.

The whole commercial and pre-sales teams attended this event, which took place at the Reditus facilities in Alfragide. It should be mentioned that Reditus is, since 2009, one of the main partners of OutSystems and has developed several reference projects such as Pordata at Foundation Francisco Manuel dos Santos, the Integrated Credit Recovery System at Millennium BCP and "Funciona" at EDP, among many others.

According to André Carreiro, Director of Reditus’ Application Development Department, "we try and encourage the development of such initiatives with our partners because we believe that is the best way to strengthen relations and to fine-tune our alignment. This is how we build as long lasting and rewarding relationships as we have with OutSystems, creating the ideal environment for the development of high quality projects at reference institutions".

Catarina Santos, OutSystems Regional Channel Manager, considers that "Reditus is one of our oldest partners. This long-standing relationship is constantly being refreshed in joint events like this, where we share and align our respective visions and roadmaps. OutSystems welcomes and supports Reditus' vision to position itself as one of its key partners at the national level".

QuintilesIMS Health, a global leader in healthcare information, technology and services, has hired Reditus to develop a campaign for the upgrade and enrichment of its database.

The 1-month project involved 12 resources and aimed at supporting the development of targeted analysis and communication initiatives of one of its partners, so as to ensure a more efficient operation and to contribute to its positive impact on the quality of the health sector.

About QuintilesIMS Health

Present in Portugal since 1974, QuintilesIMS Health is a global leader in healthcare information, technology and services, driving the development of complete solutions to measure and optimize the performance of its customers.

QuintilesIMS Health is the only entity that combines information from the stakeholders directly involved in the medical drug circuit: Pharmaceutical Industry, Warehousing, Pharmacies, Parapharmacies – Drugstores (Modern Distribution and Independents), Hospitals, Doctors and Consumers, providing a 360 degree vision that matches the health sector specifics and paradigm.

Reditus has been nominated to the EDPartners’ award in the category of "Sharing Good Practices", for the application it developed to support the "Funciona” (It Works) project of the Portuguese electricity company.

The "Funciona” project’s main objective is to make homes safer and protected against possible catastrophes, caused by anomalous situations due to wear or misuse of the electricity and gas networks.

The application developed by Reditus supports a wide range of EDP services, such as electrical and gas network overhauls, electrical maintenance, boiler and elevator extinguishers, gas certification, as well as technical assistance in both areas, allowing for the design of a variety of offer packages for the private and business sectors, and according to the consumption profile of each client.

Since the project’s inception, Reditus’ main motivation has been to support and provide the tools for realization of EDP's planned service in the shortest possible time, namely through a set of applications that would support the required level of coordination and implementation with the different partners.

For Ivan Barroso, Reditus’ Project Manager, "The longevity of the project and of the partnership are a benchmark for us and the sign that we have done and continue to do a good job, placing us as one of the main OutSystems technology providers".

The Reditus solution

Reditus' partnership with EDP began with the development of the "Enterprise" service support application, based on the OutSystems platform. In addition to supporting a CRM and ERP built from scratch, the "Enterprise" platform contributes to the construction of adjacent modules that allow for an efficient management of the various services provided to the client, whether B2C or B2B. These modules include, among others, Energy Certification and Audit, Re:dy, Energy Efficiency Solutions, Electric Mobility, Microproduction and, last but not least, "Funciona".

Reditus has also developed a number of "apps" that enabled EDP’s partners to optimize their home-visit processes, significantly reducing the time spent on each trip.

The “service support platform” development was initiated in August 2008 and was commissioned in 2009. Since then, Reditus has been working closely with EDP, namely in the application of Agile methodologies’ most demanding standards.

This project involved a large team of consultants, with the sole objective of ensuring the highest efficiently in the implementation of responses to market needs.

The Reditus project in numbers:

• Start of the project in August 2008;
• More than 5 Million software units;
• More than 2,700 Database Tables (3TB);
• More than 42,000 users;
• More than 170 eSpaces involved;
• More than 50 application modules;
• Support for more than 1 million processes. 

Reditus Business School is introducing new training sessions to its calendar based on an elearning model. This sessions are scheduled to start this October and are addressed to employees and customers.

Reditus Business School aims to reach a larger number of students and facilitate their access to training. Reditus intends to overcome some of the biggest obstacles people face with training actions, in particular those relating to the physical distance to the training center and time.

This new platform enable trainees to do all the training remotely, without having to move to the training center, and allows the access to contents and tests at the time and place that is most convenient to them.

Reditus’ first training session starts on the 24^th of October and is called "training of trainers in e-learning", and is addressed to employees with teaching certification that usually provide internal training or in customers by Reditus Business School.

From November training actions will be available in models of e-learning and b-learning for the remaining internal employees and early next year to customers.

The training calendar for both the e-learning actions, B-learning and on premises, can be found at the Business School website: http://bs.reditus.pt/calendario

Note: B-learning - Blended Learning - refers to a training model where most of the content is transmitted in distance learning course, usually the Internet, necessarily including on premises situations, hence the origin of the blended designation, something mixed, combined.