Características de la implementación de canales digitales que transformaron el servicio de atención al cliente en HIDRANDINA S.A., 2020-2022
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Date
2023
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Publisher
Universidad Nacional de Trujillo
Abstract
El presente informe de suficiencia profesional tiene como objetivo describir las características de la implementación de canales digitales que transformaron el servicio de atención al cliente en Hidrandina S.A, año 2020-2022; ante el problema causado por la saturación y colapso de los canales de atención existentes, generado por la gran cantidad de reclamos y solicitudes de información de subsidios otorgados por el estado en favor de los usuarios consumidores de electricidad dentro del contexto de la Pandemia COVID 19. Se empleó el método descriptivo para identificar las implementaciones de los nuevos canales digitales de atención al cliente, modificándose las existentes; para mantener de manera adecuada la comunicación entre usuario y empresa. Los resultados obtenidos de los registros del Sistema Comercial NGC de Hidrandina S.A, evidencia el crecimiento anual por encima del 100% del uso de los canales digitales; tomando como antecedente histórico al año 2019, prepandemia; se tiene al cierre del año 2022: correo electrónico supera en 1,600 % atenciones y el APP Distriluz Móvil incrementó en 3,500% atenciones. Se concluye que el uso de herramientas y habilidades digitales trajo como consecuencia la Transformación Digital en Hidrandina S.A; obteniendo canales digitales interactivos con respuestas automáticas e instantáneas en tiempo real y directas. Permite la ubicuidad, disponible en cualquier lugar, horario y dispositivo; y la omnicalidad, acceso a todos los canales digitales, e iniciar la atención en un canal, continuar en otro, y poder concluirla en otro canal, sin fricciones. Logrando ahorro de tiempo, dinero y una nueva experiencia el usuario.
The purpose of this professional sufficiency report is to describe the characteristics of the implementation of digital channels that transformed the customer service in Hidrandina S.A., year 2020-2022; in view of the problem caused by the saturation and collapse of the existing customer service channels, generated by the large number of claims and requests for information on subsidies granted by the state in favor of electricity consumers within the context of Pandemic COVID 19. The descriptive method was used to identify the implementations of the new digital customer service channels, modifying the existing ones; to adequately maintain the communication between user and company. The results obtained from the records of the NGC Commercial System of Hidrandina S.A., evidence the annual growth above 100% of the use of digital channels; taking as historical antecedent the year 2019, pre-pandemic; at the end of the year 2022: e-mail exceeds 1,600% of the services and the APP Distriluz Móvil increased by 3,500% of the services. It is concluded that the use of digital tools and skills brought as a consequence the Digital Transformation in Hidrandina S.A; obtaining interactive digital channels with automatic and instantaneous responses in real time and direct. It allows ubiquity, available in any place, time and device; and omnicality, access to all digital channels, and start the service in one channel, continue in another, and be able to conclude it in another channel, without friction. Saving time, money and a new user experience.
The purpose of this professional sufficiency report is to describe the characteristics of the implementation of digital channels that transformed the customer service in Hidrandina S.A., year 2020-2022; in view of the problem caused by the saturation and collapse of the existing customer service channels, generated by the large number of claims and requests for information on subsidies granted by the state in favor of electricity consumers within the context of Pandemic COVID 19. The descriptive method was used to identify the implementations of the new digital customer service channels, modifying the existing ones; to adequately maintain the communication between user and company. The results obtained from the records of the NGC Commercial System of Hidrandina S.A., evidence the annual growth above 100% of the use of digital channels; taking as historical antecedent the year 2019, pre-pandemic; at the end of the year 2022: e-mail exceeds 1,600% of the services and the APP Distriluz Móvil increased by 3,500% of the services. It is concluded that the use of digital tools and skills brought as a consequence the Digital Transformation in Hidrandina S.A; obtaining interactive digital channels with automatic and instantaneous responses in real time and direct. It allows ubiquity, available in any place, time and device; and omnicality, access to all digital channels, and start the service in one channel, continue in another, and be able to conclude it in another channel, without friction. Saving time, money and a new user experience.
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Keywords
Comunicación, Plataforma digital, Innovación tecnológica