success stories

Evolution and technification of the customer service and incident center of the municipal service of Aguas de Murcia.

Customer

Empresa Municipal de Aguas y de Saneamiento del Ayuntamiento Murcia (Murcia Municipal Water and Sewage Company)

Sector

Energy and utilities

Capabilities used

Business process management and Inbound Customer Service Center.

Situation

Citizen services required greater technification, which increased with the pandemic caused by COVID-19.

In addition, the management of the service also required greater technification.

Tasks

We implemented a telephone customer service channel that was to be the preferred option over the physical channel. We also introduced more technology to document management processes and a scanning system.

Action

Evolution of the document management and customer service to a system preferably by telephone.

Result

A better, more efficient citizen service, adapted to current circumstances.