Engie is one of the most well-established global energy and services groups in the market. With a presence in 70 countries, it has developed one of the most valuable portfolios in the industry across various sectors within three major areas: Gas, Electricity, and Solutions.
In Mexico, it is the leading private purchaser of natural gas and the second-largest distributor of natural gas. It operates 1,306 KM of gas pipelines covering 9 states, with more than 2.5 million Mexicans benefiting from its energy solutions, $3,420 million invested in energy infrastructure, and more than $1,000 million in investment since 2019.
This company was facing challenges in managing complaints from its millions of users and communication issues with technicians. Since it provides a critical, 24/7 service, it needed to optimize the customer service process, complaint logging, contact with technicians, and issue resolution.
By implementing Amazon Connect, agents have all customer information within a single system, eliminating the need to keep multiple tabs open to find the information necessary to move the call forward. Since this is a critical, 24/7 service, they needed to optimize the customer service process, including complaint logging, contact with technicians, and issue resolution. For the technician, this improvement meant going from making four phone calls to completing a WhatsApp chat in just a few minutes.
Definition of the Problem
For each customer call, the operator had to manually verify the customer’s existence. Then, the operator would assign the ticket to the technician responsible for resolving the reported issue via a phone call. The technician had to make between 3 and 4 calls to track the progress of the repair.
The system required many agent-dependent actions, which could increase the likelihood of errors and also lead to friction with customers.
The main issues identified were:
- Lack of visibility and traceability regarding calls.
- Limited scalability to handle increases in demand.
- High costs and lengthy lead times for implementing changes.
- Inconsistent user experience across different channels.
The company needed a cloud-based solution to centralize, automate, and scale its customer service operations.
What solution did we provide?
To address this challenge, we implemented Amazon Cases for handling customer complaints.
They replaced their in-house software with Amazon Connect’s Customer Profile to identify customers who contacted the company.
Using Amazon Connect Task, we were able to radically change the way issues are managed, while Amazon Lex—a conversational bot—allows them to record all information related to case resolution. This is integrated with the platform that logs events in real time, connecting with the company’s other systems.
Lessons Learned
· Centralization is more than just integration: Implementing Amazon Connect allowed us to unify customer service channels and improve traceability.
· Post-implementation analysis is key: Thanks to the logs and metrics available in Amazon CloudWatch, we were able to continuously evaluate operations and make adjustments quickly.
· True scalability requires automation: Automating customer service workflows reduced response times without the need to increase staff.
· The customer experience improves with data: Integration with analytics tools enabled decision-making based on actual user behavior.
Results Achieved After Implementation
- Amazon Connect enabled ENGIE to have a modern, flexible, and scalable contact center.
- Intelligent self-service was enabled through personalized voice flows.
- The system was integrated with Amazon CloudWatch to monitor performance and analyze metrics in real time.
- The company gained greater control over its operations, visibility into interactions, and the ability to continuously improve the end-user experience.
Technical specifications
| Problem definition | Limited local infrastructure for customer service, with no traceability or scalability. |
| Proposed Solution | Migrating the contact center to the cloud with Amazon Connect, enabling IVR workflows, self-service, and centralized monitoring. |
| AWS solutions implemented | Amazon Connect, Amazon CloudWatch, Amazon S3, AWS Lambda, IAM, Amazon DynamoDB, End User Messaging. |
| 3rd party tools | Integration with internal CRM, BI solutions, and external IP telephony. |
| Results Achieved After Implementation | Faster response times, reduced costs, greater visibility, and scalability of care. |
| Metrics | Shorter wait times, greater concurrent capacity · 99.99% availability. |
| Lessons Learned | Automation, traceability, and analytics are key to more efficient, customer-focused service. |
Results
Moving Toward Continuous Improvement of the User Experience
Thanks to Amazon Connect, the company was able to not only improve customer service without any interruptions but also migrate its contact center to the cloud in record time, while even enhancing the availability of its customer-facing service.