Neoenergia S A : In a year of many challenges, innovation and new forms of work have brought promising paths in...

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In a year of many challenges, innovation and new forms of work have brought promising paths in 2020. Neoenergia, in turn, has expanded digital customer service channels to further reach its base of more than 14 mil​lion consumers, registering a total of 4.6 million calls via WhatsApp. With the arrival of new means of payment, such as PIX, for example, the company last year counted one million invoices generated in the service, which came into force in November. So far more than 2 million

The rapid response of customers demonstrated the search for safety, practicality and agility in the relationship with companies. During the height of an unprecedented crisis in the world, companies reinvented themselves and made major launches in the period. To facilitate the payment of invoices, Neoenergia made available the installment of up to 12x on the credit card, motivating a total of R$ 120 million raised in this modality. The Debt Trading Portal​, launched in May 2020, raised at the end of the year an amount of R$ 79 million, demonstrating the efficiency of the dialogue at a challenging time for all.

These and other similar initiatives are part of the Conexão Digital, considered the most important project of Research and Development of the electricity sector with a focus on the customer. Through digital channels, Neoenergia has the possibility to interact with the customer in a more close and fluid way, in tools present in people's daily lives, with all the necessary information and familiarity with the platforms.

'On the 5th the Digital Connection completes one year since its launch and we recorded significant results throughout this journey. We had the opportunity to offer an even better experience to customers and improved actions, enabling a process of constant improvement. Our indicators have also been improved, we have increased our efficiency, we have increased our quality standards and further customized our initiatives for each consumerprofile,' says Luiz Flávio de Sá, Director of Customer Services at Neoenergia.

Digitization is one of the main paths that the company has followed, contributing to the acceleration of digital transformation in the electricity sector, with new forms of payment and better customer experiences. Modernization also drives advantages to deliver a service that benefits the end-to-end customer journey. For Neoenergia, innovation is one of the main tools that ensures sustainability, efficiency and competitiveness, strategically aligned in all its business and activities.