Engie MX: Customer service in the Cloud
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
En cada llamada de un cliente, el operador debía corroborar manualmente su existencia. Luego, gestionaba la asignación de ese ticket al responsable técnico de resolver el inconveniente denunciado, mediante una llamada telefónica. El técnico debía hacer entre 3 o 4 llamadas para registrar el avance en la gestión del desperfecto.
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.