Cases / Copel
Copel improves Ombudsman due to alliance with Datainfo.
Scenario
With the aim of integrating and optimizing customer service processes, Companhia Paranaense de Energia (Copel) teamed up with Datainfo to jointly develop a customized software for its Ombudsman: Copel's Ombudsman Management System. The new system, in addition to meeting initial expectations, speeded up customer response by 20%, improved the internal work of employees and also drew the attention of the National Electric Energy Agency (ANEEL) for its functionality.
Project
The agility in development was due to the union between the clarity of Copel's needs for its Ombudsman and the complete dedication of Datainfo's technical team..
The Ombudsman's control and operation software was developed to solve the challenges of the customer service platform, its possible bottlenecks and limitations, granting more agility to the programming.
Results
The result was an automation in the system that accelerated the internal registration of demand by 20%, brought greater security to the attendants in contact with the customer and reduced errors and loss of information. Now the attendant registers every situation only once and there is no need to use different screens and software, worry about transferring data to different sectors and dealing with crashes and incompatibilities between applications used.
In addition, the new software allowed managers to access the system outside the physical space of the Ombudsman, using their smartphone, making demands more agile. This is the case for items that cannot be ignored when the consumer needs a quick resolution and we have a deadline established by law of ten days defined by ANEEL.
“We gained efficiency and productivity, since deadlines are established by regulation, and if before we reached the limit of ten days, today we manage to resolve a considerable part of the calls in two days, if everyone involved is working onsite, and three days if the job is remote. That's why ANEEL has already shown interest in integrating with this platform to expand to other energy companies and for use by the regulatory body itself”, explains Marcelo Calixto, supervisor of Copel's Ombudsman.
Differencials
The Ombudsman is an appellate body, in the second instance, for the analysis of complaints already dealt with initially by the electric power company – Copel, in the case of the state of Paraná – within a period of ten days. As a way of defending the interests of consumers and encouraging the rapid resolution of issues, ANEEL has determined that, as of January 2023, non-compliance with this deadline implies the payment of financial compensation to the consumer. One less concern for Copel.
“Além da integração dos sistemas que permitiu a agilidade nos prazos, o software permite que o atendente da Ouvidoria converse melhor com o cliente e aumente sua satisfação com o atendimento."
"It is because it has a customer-oriented approach to development that this project is emerging as the best Ombudsman software among companies linked to regulatory agencies in Brazil", says Marcelo Calixto.
Merit of the strong partnership between the Copel and Datainfo teams, as Marcelo Gonçalves, IT coordinator at Datainfo, points out, “this was a system designed to meet the needs of the company, customers, the regulatory body and the community in general. We remain in direct contact with the Ombudsman team in the second phase of the project, working on the evolution of the system and developing new functionalities to further strengthen its applications”.
Technical Aspects
Copel's Ombudsman Management System came from the need to restructure processes to improve the receipt and handling of customer demands, also complying with the determinations of the Regulatory Bodies. In a universe of 10 thousand attendances per year, it was necessary to improve controls to guarantee the expected results, integrating commercial and technical systems and guaranteeing the precepts of the General Data Protection Law (LGPD).
The Datainfo and Copel teams defined the processes in several and detailed meetings, in which the developers were able to learn about the Ombudsman's service system while Copel took the opportunity to review its flows and procedures. The technology to develop the new system was Oracle APEX.
Another facility in the new software is the treatment and issuance of statistical reports to support Copel in decision-making – in addition to allowing transparency in customer service, with the publication of quantitative and qualitative data for the entire state of Paraná on the website.
About Copel
Copel – Companhia Paranaense de Energia, the largest company in the State, was created on October 26, 1954. The Company directly serves 4,515,938 consumer units in 394 municipalities and 1,113 locations (districts, towns and villages) in Paraná. This universe includes 3.6 million homes, 78 thousand industries, 384 thousand commercial establishments and 356 thousand rural properties. The staff is made up of 8,453 employees.