Project description, objectives:
E-REDES is a distribution network operator, connects energy suppliers and their customers, respecting high standards of quality and efficiency. We guarantee the expansion, sustainability, and reliability of the network. Committed to energy efficiency solutions we have developed a smarter energy distribution network.
It has 3 main customer channels (Contact Center, Stores, and Digital) and aspires to develop a holistic strategy to integrate an omnichannel support scheme. Based on thorough market research on best practices and technology that can be integrated into an energy utility company such as AI models, robotization, digitization, and centralization. This integrated model not only aims to achieve a distinctive customer support experience but also to empower the customer with tools that provide the necessary information, reducing operational costs.
This project aims to analyze the existing processes of E-REDES customer support channels and identify a high-level strategic map to evolve the existing environment into a holistic Omni-channel platform that seamlessly connects customer interactions across different channels and systems.
The project should define a clear strategy based on best practices currently being deployed and should answer the following questions:
- What integrated channel strategy should an energy utility company such as E-REDES follow?
- How can the use of state-of-the-art technology optimize existing processes and evolve them to new levels?
- What are the key aspects to be considered in Business Process Operations (BPO) contracts with external service providers?
This work should reflect the differentiating needs of E-REDES as the DSO responsible for serving the HV, MV, and LV networks.
