Edesur, Edenorte & Edeeste · Utilities
We help Edesur, Edenorte, and Edeeste customers manage their service from home
We automated 100% of customer operations for Edenorte and Edeeste (Dominican Republic electricity companies) so people wouldn't have to visit an office during the pandemic. We integrated a virtual assistant into their WhatsApp and Messenger channels. Now people choose how to pay without leaving the chat, check their payment balance instantly, and report faults, among other tasks.
The challenge
During the pandemic, customers of the Dominican Republic electricity companies Edesur, Edenorte, and Edeeste needed to manage their service without visiting an office. Everyday tasks like paying, checking a balance, or reporting a fault still depended on in-person service. In a context of movement restrictions, keeping that dependency meant exposing people and overloading traditional channels at exactly the moment when everything needed to be handled remotely.
The solution
We automated 100% of Edenorte and Edeeste customer operations by integrating a virtual assistant into their WhatsApp and Messenger channels. From the chat, people choose how to pay without leaving the conversation, check their payment balance instantly, and report faults, among other tasks. The assistant resolves these operations automatically, available at all times, which avoids waits and eases the load on human channels for the cases that truly need them.
The impact
Customers could handle their business from their phones, without traveling to an office in the middle of the pandemic. The utilities gained a self-service channel available at all times, which eases the load on in-person and phone support. Once the emergency was over, that channel remained a permanent way to serve customers, one the companies can keep expanding with new tasks as their users' needs evolve.
