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