Transformation with purpose: The new face of customer service.

How Celsia reduced times, automated processes, and moved towards smarter customer service

A clear vision: transforming the customer experience 🔍

Celsia, one of Colombia's leading energy companies, understood that digital transformation involves not only technology but also rethinking its relationship with users. The challenge was clear: modernize its customer service processes without sacrificing human quality, agility, or operational efficiency.

• 🧭 Goal: accelerate service without expanding teams.
• 📲 Need: incorporate technology with real impact.
• 🔧 Context: a traditional model that no longer met new user expectations.

Responsive technology, without the wait ⏱️

The strategy was to implement an intelligent conversational agent that would automate customer service and resolve requests quickly, without needing to increase staff.

The assistant immediately handles topics such as:

• 🧾 Billing inquiries
• 📞 General questions
• ⚙️ New service requests

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🗣️ “We managed to handle more customer requests that were suitable for automation, and we were effectively able to provide a quicker response to our customers.”

Maria Camila Eusse, Retail and Customer Experience Manager.

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Results driving transformation 💡

📈Reduced service times from 7 to 2 minutes

Critical processes are now managed with agility and precision.

📞+107,000 automated calls in 2024

A 10% growth compared to 2023, which frees up time and improves the experience.

💸28% operational savings

The solution represents only 30% of the cost of a 52-agent team. This equates to monthly savings of approximately USD $36,919.

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🗣️ “We managed to do more with fewer resources, allowing us to focus our human team on more specific tasks.”

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Transformation isn't about automating for trends. It's about doing it with intention 🎯

This case demonstrates that transformation isn't just about tools, but about a clear vision for the future. Modernizing customer service is a strategic… and sustainable decision.

Is your company building an experience that lives up to your customers' expectations?

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