AlmavivA e Light renew their partnership for another 5 years
AlmavivA do Brasil was chosen from more than seven companies to take care of the entire service operations of Light, an electricity distributor that serves 31 municipalities in the state of Rio de Janeiro, a region with more than 10 million people.Data: 17.07.2020
The technological arm of the Contact Center company enables automation of the service operation, improving the distributor’s customer experience
The 5th largest employer in the Country, AlmavivA do Brasil, a giant in the Customer Experience sector, was chosen from more than seven companies to take care of the entire service operation of Light, an electricity distributor that serves 31 municipalities in the state of Rio de Janeiro, a region with more than 10 million people. The partnership between the two companies started in 2016 and will now continue for another 5 years, involving an average of 400 people in the operations, with SAC, Digital Channels and support services.
“One of the points that led us to maintain this partnership with AlmavivA was the Company technological DNA. Thus, we were able to combine the hiring of a company with service know-how, as well as expertise in innovation. This will help us gain more and more specialized service that reduces customer effort”, explains Tatiana Celani, Service and Customer Experience Manager at Light.
And process automation and innovative technology was already part of this partnership even before the renewal. Tatiana Teruszkin, Director of Customer Relationship at AlmavivA, comments on “the implementation of AI-driven tools brought a productivity jump and allowed our Client to invest even more in multi-channel operations, using data analysis and focussing on end-user experience.”
Carolina Peres, Customer Relationship Supervisor at AlmavivA, adds that “technologies such as Speech Analytics, which provides an in-depth analysis of call contant, when transcribing voice to text, in addition to recognizing specific voice expressions, detect positive or negative emotions, supporting, in a very important way, the operations management process constantly searching for customer charm”.
“Two pillars of this partnership are technology and the humanized support; so also part of the team will be inside Light’s headquarters in Rio de Janeiro. AlmavivA will work with us with specialized operations, such as support, customer service and social network, because we believe in evolution through technology without losing the human touch”, comments Tatiana Celani, Manager at Light.
This partnership was further consolidated at the time of pandemic caused by COVID-19, in which, through a joint transformation, it was possible, in a few weeks, to transfer 75% of the service to home office mode. “Light was the first of AlmavivA customers to start this process when it proved necessary, acting in a very collaborative way during the management of the crisis.” concludes Tatiana Teruszkin of AlmavivA.