How Evalyze helped:
This client in the energy sector operates in back office services. Evalyze Optimize was implemented to enhance productivity, improve SLA compliance, and centralize customer service operations through intelligent automation.
Results:
Productivity increased by 43%. SLA-related fines dropped by 60%. Operator idle time was reduced, customer satisfaction improved, and process compliance reached 95%. The complaint rate also decreased due to more efficient workflows.
Context and Solution:
To stand out from competitors that take a reactive approach to customer experience, the company invested in Evalyze Optimize, combining human and artificial intelligence. The solution included intelligent task distribution, advanced analytics, and automation of 4 workflow processes. It also introduced 5 virtual queues for the account center, 3 for the negotiation center, and 6 for the complaints center. Simulators were implemented to speed up invoice analysis, and the email module centralized service operations in a single interface. These improvements enhanced agility, reduced operational costs, and reinforced compliance, positioning the company for sustainable growth and operational excellence
