Case Studies

Case study Aguas de Manizales

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 ICR Evolution’s partner, MERAKI TIC, for the implementation of its 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.

Solutions

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 the 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 web chat, Facebook chat, WhatsApp, voice and calls service and integration for mass SMS sending, all with information storage and traceability.

Impact

Currently Aguas de Manizales 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.