Intelligent CIO LATAM Issue 16 - Page 62

CASE STUDY

Edenor is Argentina ’ s largest energy distribution company , supplying this vital service to more than 3 million customers distributed in the metropolitan area of Buenos Aires , which represents supplying energy to more than 9 million people .

“ Our goal is to make more channels available for customers and to turn the most frequent contact reasons into self-managed ones , leaving the personalized contacts for those cases that do require it ,” said González .
Oscar Kovalow , Telecommunications Manager , Edenor , said : “ Currently , our energy system has more than 80 substations throughout the metropolitan area . Edenor has more than 4,700 employees , the company itself is listed on the stock market of Buenos Aires and the US .”
In this context , the demands of customer requirements are increasing and in their experiences , every interaction must be satisfactory .
Hernán González , Modernization and Customer Experience Manager , Edenor , said : “ At Edenor , we annually receive 5.5 million calls , 200,000 social network messages , 100,000 SMS and more than 80,000 emails , we have about 200 simultaneous agents who assist them 24 / 7 , 365 days a year .”

OUR GOAL IS TO MAKE MORE CHANNELS AVAILABLE FOR CUSTOMERS AND TO TURN THE MOST FREQUENT CONTACT REASONS INTO SELF-MANAGED ONES .

“ On the other hand , we find it important to understand what is currently done well and what can be improved based on the customer ’ s perception .”
The fundamental pillars of energy
According to both executives , with Avaya OneCloud solutions , the company practically provided them with a world-class platform , with a long-term roadmap .
“ Avaya allowed us to meet omnichannel requirements on a single platform that was rapidly scalable and highly available , which could contain all voice channels and digital channels in an integrated way both in the historical and online reports of all interactions ,” said Kovalow .
Avaya OneCloud solutions provided a technological capacity of 320 voice agents and digital channels and outbound campaigns ( voice , digital channels ) in an integrated way .
For the customer , this integration represents a qualitative leap in their experience with Edenor .
“ It helped us improve segmentation , so that calls follow the right operator without the need for transfers or additional waiting time , and it also drove us to reduce the average handle time , which became a key factor that contributed to a 19 % increase in self-managed services ,” said González .
Synchronization with consumers
Upgrading to an omnichannel contact center
According to Kovalow , from now on , this step and the Digital Transformation of the electrical network will be the fundamental pillars that Edenor started building on some time ago .
With such a volume of interactions , Kovalow said : “ One of the technological challenges we faced was to convert our call center into a more effective omnichannel contact center , in order to be able to offer our customers a 360-degree view of their interactions .
“ This way , we would not only be able to unify all of our service channels on a single platform , but also optimize the service channels and incorporate new functionalities in an agile way to improve the quality of service and customer experience .”
“ We are improving our network to provide connectivity and demand to provide real-time information to our customers , while also adapting our network in sync with renewable energy consumers and electric cars .”
Looking to the Future
For Hernán González , there are more goals to be achieved in the immediate future : “ From the point of view of customer service we imagine even more self-management , more automation to carry
62 INTELLIGENTCIO LATAM www . intelligentcio . com