Boosting Meeting Productivity with Fireflies' Automatic Transcription: A Gitstart Case Study

Vodafone Hungary, after acquiring UPC Hungary, was faced with the challenge of transforming, rationalizing, and consolidating its complex IT and operational support system (OSS) landscape. The company needed a middleware solution that could manage its nearly one million subscribers and cater to fixed voice services as well as cable and gigabit passive optical networks (GPON) network based broadband services. Other transformation goals included bulk order management, legacy service migration, maintenance of service and resource inventory, and fixed IP address management. The challenge was to simplify the order orchestration process and streamline the operations.

MindArk's client required a unique platform that would allow professionals to host meetings in Virtual Reality (VR) instead of using traditional telephone or video conference. The platform needed to support multiple users, up to 100, from different locations, and provide a realistic representation of the users through customizable avatars. The platform also needed to support different VR devices including Oculus, HTC Vive, Google Daydream, Samsung Gear VR, and traditional devices like iOS, Android, Windows, and OS X. Additionally, the platform needed to integrate with Google Account and Google Drive to operate with materials stored on the Drive such as PPT, Video, etc. The challenge also included creating a 3D positional / Voice proximity so users could see and hear surrounding objects/users as realistically as possible, and tracking the user’s hands and speech and synchronize it with the avatar’s lips and body language.

Brainly, a Kraków-based technology company, provides an online learning platform where students can ask questions and get answers instantly. The platform is used by over 350 million students and parents across 35 countries. However, Brainly faced a challenge in making its platform more accessible and user-friendly for mobile users. Traditional typed queries on smartphones were cumbersome and less efficient. Furthermore, Brainly needed to ensure that its solutions were multilingual, given its global user base. The company also faced the challenge of maintaining stable service during peak usage times, especially during the COVID-19 pandemic when the platform gained tens of millions of new users.

Digicel, a leading mobile network and home entertainment provider in the Caribbean, Latin America, and South Pacific regions, was facing a significant challenge in maintaining a positive customer experience as they scaled. The company was dealing with 800,000 live chat interactions and approximately 5.5 million phone interactions per year, with 90% of brand interactions happening via voice. This model was not sustainable for their efficiency goals, especially as digital interactions became more commonplace in their customers' lives. Digicel had disparate regional call centres with different skill sets, making it difficult to provide a consistent customer experience. The company needed a solution that would not only be easy to adopt internally but also by the customers, supporting the 5 local languages and the nuanced local requirements of the 30+ regional markets they were serving.

Moka, a direct-to-consumer FinTech company, was experiencing rapid growth since its launch in 2017. The Moka app had been downloaded over 1 million times and had thousands of 5-star reviews. However, with this growth came the challenge of scaling its customer support. Moka was already using some support functionalities within their CRM ecosystem, but these did not offer robust features that could provide excellent customer experience at scale. The company faced a high volume of messages during billing periods and general inquiries that consumed valuable support staff bandwidth. Moka’s Head of Customer Success, Cloe Tetreault-Tremblay, was faced with the decision of either scaling the support team at the same pace as their user base or automating some part of their customer experience to free up valuable work hours for support agents.

Accu Limited, a small UK company specializing in developing hardware for complex sub-assemblies, was facing challenges with their meeting management and collaboration. With the onset of the Covid-19 pandemic in spring 2020, the company transitioned to remote working, making it even more difficult to keep track of online meetings. The company was experiencing issues with unproductive meetings, which were slowing down their workflow and reducing productive time. According to Dominic Scaife, Head of Marketing at Accu Limited, tracking meetings was laborious and a pain. The company needed a solution that could help them keep track of past meetings, provide a detailed meeting note repository, and facilitate collaboration post-meeting.