Grupo Gas Natural Fenosa Standardizes Platform to Improve Customer Relationship
 
 

Grupo Gas Natural Fenosa Standardizes Platform to Improve Customer Relationship

  • Oracle Customer:  Grupo Gas Natural Fenosa
    Location:  Rio de Janeiro, Brazil
    Industry:  Utilities
    Employees:  500
    Annual Revenue:  Under $100 Million

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Grupo Gas Natural Fenosa, a Spanish multinational group, has more than 20 million gas and electricity customers around the world. The group supplies natural gas to residential, commercial, and industrial customers in Rio de Janeiro and surrounding areas through its subsidiaries, CEG and CEG Rio, and, in the South of the State of São Paulo, through Gas Natural Fenosa (formerly called Gas Natural São Paulo Sul).

 
 

 
 

Challenges

A word from Grupo Gas Natural Fenosa

  • “With our upgraded Siebel CRM solutions, we have streamlined our call center and service request processes by centralizing all information in a single system and, in some cases, on a single screen. This saves time for call center staff and our contracting partners, enabling them to focus on serving our customers.” – Marcelo Medeiros Maia Braga, IT Manager, Grupo Gas Natural Fenosa

  • Achieve greater efficiency in customer relationship management (CRM) and gas distribution services
  • Streamline communication process with partner companies involved in gas and electric infrastructure installation, maintenance, and repair
  • Centralize the customer service management process for 800,000 gas service customers, 90% of which are residential customers

Solutions

Oracle Product and Services

  • Worked with Oracle Partner Everis to upgrade to Siebel Communications, Media and Energy, providing business areas related to customer and partner relationship management with a more intuitive and streamlined tool
  • Automated work order submissions and contact with outsourced companies that offer installation, maintenance, and repair services to Gas Natural Fenosa Group customers, providing online rather than paper-based service orders
  • Consolidated several tasks into a single screen, such as service contracts, transfers, service reactivation/deactivation, and data alteration to minimize the number of screen views—simplifying processes for the call center team and for Gas Natural Fenosa Group agencies located in various cities
  • Reached a historical milestone in customer relationship management by centralizing in a single platform all service requests, claims, and information—whether entered by the call center or by Gas Natural Fenosa Group’s local branches
  • Achieved greater flexibility in extracting statistics and reports on services provided and customer satisfaction, enabling the company to better analyze and assess performance
  • Received Associação Brasileira de Telesserviços awards in 2010 for excellence in contact center management, customer care, and service

Partner