Innovative Solutions: Contact-Center and Backoffice in the Eletrobras Energy Commercialization Process
Innovative Solutions for Scalability and Efficiency in Customer Service: Integrated Contact-Center and Backoffice in the Eletrobras Energy Commercialization Process
Sponsor: Nívia Guimarães da Costa
Leader: Marcelo Ciocca Bermudez
Leader: Marcelo Ciocca Bermudez
How can we implement a scalable and automated customer service solution to support Eletrobras' exponential growth in the energy market, ensuring customer retention, satisfaction, and value maximization?
Brief Challenge Description:
Since its capitalization in 2022, Eletrobras has been repositioning itself in the market with a focus on centralizing its commercialization processes and redefining its strategy in this domain. The company forecasts a 400% growth in its end-consumer base by 2028, with over 12,700% retail expansion between 2025 and 2028, alongside broadening and enhancing its customer service capabilities.
This growth requires robust and efficient customer service solutions that facilitate agile interactions centered on customer needs. Eletrobras seeks advanced technologies and modern practices to deliver excellent, competitive, and sustainable services.
The challenge is to identify and test technologies capable of supporting an exponential increase in customers with contact-center and backoffice solutions that ensure quality and efficiency in service while prioritizing customer satisfaction.
Solution Requirements
Business Impacts
Expected Benefits:
Since its capitalization in 2022, Eletrobras has been repositioning itself in the market with a focus on centralizing its commercialization processes and redefining its strategy in this domain. The company forecasts a 400% growth in its end-consumer base by 2028, with over 12,700% retail expansion between 2025 and 2028, alongside broadening and enhancing its customer service capabilities.
This growth requires robust and efficient customer service solutions that facilitate agile interactions centered on customer needs. Eletrobras seeks advanced technologies and modern practices to deliver excellent, competitive, and sustainable services.
The challenge is to identify and test technologies capable of supporting an exponential increase in customers with contact-center and backoffice solutions that ensure quality and efficiency in service while prioritizing customer satisfaction.
Solution Requirements
- Scalable Customer Service: Support for high volumes of human and automated interactions.
- AI-Driven Automation: Use of chatbots, voicebots, and omnichannel service for greater efficiency.
- Advanced Analytics: Generation of insights, churn prediction and retention strategies, and identification of patterns and upsell opportunities.
- Continuous Monitoring: Evaluation and improvements based on real-time feedback.
- Integration: Compatibility with Salesforce modules.
Business Impacts
- Customer Satisfaction and Loyalty: Personalized interactions that build trust in the brand.
- Growth and Sales: Indirect boost to sales through efficient service.
- Operational Efficiency: Centralized information and real-time monitoring.
- Cost Reduction: Automated processes that optimize resources.
Expected Benefits:
- Scalability to support the growing customer base.
- Enhanced productivity through backoffice automation.
- Standardized service for all customers.
- Reduced response times and interaction costs.
- Increased retention and revenue through upsell strategies.
- Consistent satisfaction across multiple channels.
- Detailed reports and strategic insights.
Energy Commercialization | Scalable Customer Service | Data Analytics and Data Science | Automation | Omnichannel