No more wait: development of a virtual assistance channel for Camuzzi users

THE COMPANY

Founded in 1992, Camuzzi is the largest natural gas distribution company in Argentina in terms of volume, covering 45% of the country in two adjacent regions. With a complex gas transport pipelines and distribution networks system that is over 50,000 lineal kilometers long, they serve over 2,000,000 users in 7 provinces in the country: Buenos Aires, La Pampa, Neuquén, Chubut, Río Negro, Santa Cruz and Tierra del Fuego.

THE CHALLENGE

The goal of the campaign was to transform the communication channels with their customers, by implementing a digital space where users could obtain service information, consult, pay and carry out administrative procedures, without having to visit the offices in person.

THE SOLUTION

We developed and built the Virtual Office, a web and mobile multiplatform application, integrated to the company’s business platform. The complete lifecycle of the development was included, taking into consideration users’ surveys results, journey maps, design, tests, implementations, support and evolutionary maintenance. Additionally, complementary modules were designed so that Camuzzi’s customer assistance employees could use the same interface to solve telephone consultations or those made in person.

BENEFITS

• 86% reduction of payment coupons issue in branches.
• $30 millions per year in invoice printing.
• Significant reduction of invoice distribution costs.
• Better customer experience for having available information in real time.
• 60% of payments are made through the Virtual Office, and growing day after day.