Success story
Aguas de Manizales
Industry:
Utilities
Location:
Colombia
Number of agents:
20
24/7 SERVICE
As public service company, Aguas de Manizales provides customer service every day of the year, 24 hours a day.
TRACEABILITY
For the client it was essential to have a tool that would allow traceability of all interactions.
CHANNELS
Aguas de Manizales sought to integrate new channels into its omnichannel strategy to be closer to citizens every day.
QUALITY
A main goal was to maintain high quality in each interaction, based on an advanced monitoring and audit system.
Aguas de Manizales has established itself as a leading company that accompanies the development and manages the raw materials in the Colombian market. The water management company had the support of our partner, MERAKI TIC, for the implementation of EVOLUTION, our call center software.
CHALLENGE
Aguas de Manizales is a public service company where customer service needs must be met, offers 018000 line, manages the city’s water supply and attends sewer damage and emergency hotline (with 24×7 hours of operation). It was essential to have a solution that would allow the traceability of all interactions and offer more public service channels.
SOLUTION
ICR Evolution’s partner in LATAM, MERAKI TIC, provided Aguas de Manizales with a proposal, support and continuous technological solution that allowed them to know in real time all KPIs through a dashboard in Business Intelligence tools.
Thanks to the omnichannel features offered by EVOLUTION call center software, it allowed Aguas de Manizales to have more service channels such as live chat, Facebook chat, WhatsApp, voice and calls service and integration for mass SMS sending, all with information storage and traceability.
IMPACT
Aguas de Manizales currently has more than 15,000 monthly transactions. Being able to have all the information and support for auditing issues, knowing through which channels incidents are reported, increasing the number of service positions and being able to carry out measurement surveys has been key to processing transactions.
The user experience has improved remarkably and the water management company has been able to serve with higher quality thanks to these technological tools.
The user experience has improved significantly and the company has been able to provide higher quality service thanks to EVOLUTION.