Grupo Saesa transformed its customer experience strategy by migrating to the Genesys Cloud platform, enabling faster response times, omnichannel engagement and AI-driven service improvements. With a strong focus on customer-centricity, the utility reduced handle times, enhanced decision-making with unified data and built a resilient, future-ready customer experience strategy.
10% reduction
in handle time
Unified data
across channels
Increased call containment
with AI-powered virtual agents
Grupo Saesa stands as one of Chile’s leading electric utilities, serving communities across the southern region through its distribution, transmission and generation businesses. With over 90 years of history, the utility company is both well established and committed to continuous improvement. That commitment includes continually modernizing its customer experience (CX) — grounded in digital transformation, omnichannel communication and the strategic use of artificial intelligence (AI).
Nowhere is that commitment to CX more evident than its move to the Genesys Cloud™ platform to support its CX strategy. For Grupo Saesa, customer centricity isn’t a passing initiative; it’s embedded in its culture and operations. The journey to achieve this included investment across all interaction channels, including a comprehensive contact center transformation.
“We’ve worked over the last five or six years to place the customer at the center of our operations,” said Sergio Rafael Sánchez Ríos, Chief Information Officer at Saesa. “We’ve invested in improving our customer experience across all our touchpoints. This has led us to invest in new website solutions, mobile applications and, of course, a contact center that allows us to offer a communication channel with a distinct experience for our customers.”
Another driver of change toward a more modern CX infrastructure is the climate in southern Chile. Saesa faces power disruptions from fierce storms.
“We often experience sudden storms, and vegetation hits the power lines, causing various outages, which are the most critical moments we experience,” said Francisco Noel Petrlik, Customer Manager at Saesa. “And that’s when a [CX] system needs to respond best.”
“We’ve invested in improving our customer experience across all our touchpoints. This has led us to invest in new website solutions, mobile applications and, of course, a contact center that allows us to offer a communication channel with a distinct experience for our customers.”
Sergio Rafael Sánchez Ríos
Chief Information Officer, Grupo Saesa
The evaluation process to select the best-suited CX platform was rigorous. The utility company’s search for an advanced contact center platform focused on finding one that would provide seamless communication, real-time updates and operational agility.
“Several platforms were already being considered, but within the range of platforms available on the market, the one that met the greatest expectations was what Genesys offered, both in terms of architecture and security,” said Miguel Sandoval Oporto, Integration Expert at Saesa.
Genesys Cloud stood out not only for technical fit but also for its ability to enhance the customer journey.
“The main option was omnichannel,” added Oporto. “What Genesys offers, both at the client level and internally with our IT department, was the connectivity of a more optimized flow directly to the client.”
“The incorporation of artificial intelligence into our process from the perspective of virtual agents’ responses [and] conversation analysis systems… will allow us to have better interactions with our customers and provide them with a better experience.”
Sergio Rafael Sánchez Ríos
Chief Information Officer, Grupo Saesa
Saesa took a highly disciplined approach to implementing Genesys Cloud. The goal was a smooth and effective transition with no disruption and quick wins.
“It was a successful implementation, delivered on time and in full,” said Oporto. “The first change we noticed was the speed and ease of adaptation…and the very nourishing, very friendly interactions.”
“We implemented a significant number of projects… on time and in the correct manner,” added Carlos Rojas Silva, Key Account Manager at implementation partner Sixbell. Several of the projects have already achieved significant successes, such as call containment, he added.
One of the earliest and clearest success indicators was a reduction in average handle time. “We’ve reduced the handle time by just over 10% since we implemented the platform last year,” said Petrlik. “Today we are at 4.7 minutes, which is a figure that makes us very happy.”
Saesa is also successfully using real-time keyword detection to flag and escalate urgent issues. Genesys speech and text analytics allows the utility company to identify these issues and immediately message a specialized team that handles complex situations.
“What Genesys offers, both at the client level and internally with our IT department, was the connectivity of a more optimized flow directly to the client.”
Miguel Sandoval Oporto
Integration Expert, Grupo Saesa
Data access and AI are integral elements of the CX innovation roadmap at Saesa. Both help streamline interactions and improve the customer and employee experience.
“The incorporation of artificial intelligence into our process from the perspective of virtual agents’ responses [and] conversation analysis systems… will allow us to have better interactions with our customers and provide them with a better experience,” said Rios.
In addition, Saesa now operates with a level of reporting and data integration that was previously out of reach. Rios noted that Genesys is a very user-friendly solution that provides contact center agents at Saesa with much easier access to reporting and information for decision-making.
“Having a system that allows you to have all the integrated data from the communication channels through which we serve our customers inevitably allows you to make better decisions,” said Rios. “And we believe that’s the way forward — because the way forward is to manage with data.”
For Saesa, these successes with Genesys Cloud are just beginning. Rios sees the platform as a launchpad for ongoing innovation.
“It’s a model for…gathering these good practices and translating them into further strengthening the platform,” said Rios. “It’s something we were very excited about.”
To learn more about the solutions featured in this case study, visit www.genesys.com.
