Grupo Vanti, the leading natural gas in Colombia, unified its business processes and achieved a 360-degree view of its entire operation by migrating to the Genesys Cloud CX platform. With this all-in-one solution, Vanti now has full visibility of its providers and contact center operations — and can measure and balance workloads in its contact centers. Upgrading these call centers to an omnichannel customer experience center was a key piece of the company’s digital transformation.
“The Genesys Cloud CX solution gave us the great advantage of omnichannel operation,” said Raúl Burgos, Systems Engineer and Technical Administrator for Vanti. “Having everything in a single platform, where we could integrate both voice communications and digital channels, is a very significant added value. And the efficient integration with the SAP CRM system gives contact center agents support from back-office processes.”
Achieving full visibility
With a presence across 105 Colombian provinces, Vanti has over 3 million residential and commercial customers. In 2018, a new group of shareholders took control of the company, driving a major internal digital transformation.
Vanti knew it needed a transformation to modernize its platform and gain full visibility of its providers — four companies that operate and manage the entire operation of three contact centers and more than 400 agents. This full visibility would help Vanti automate its data feed and provide real-time insights to measure and balance workloads in the contact centers. And it would provide valuable customer experience (CX) insights.
Even before the transformation, Vanti had prided itself on providing outstanding customer service, an advantage it did not want to risk. And it needed to migrate quickly and effectively without affecting business continuity.
“We had to maintain our high service indicators, with averages ranging from 95 percent in level of service to 80 percent in quality of service, and an average handle time between five and six minutes,” said Rolando Bermúdez, Manager of Implementation and Customer Support for Vanti.