14/04/2020

Neoenergia adopts technology that optimizes customer service time

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The planning of field activities in commercial, emergency and preventive areas of three Neoenergia concessionaires - Coelba (BA), Celpe (PE) and Cosern (RN) - has gained an ally. Companies now count on ClickSoftware System, a tool that defines in an automated way the daily activities of teams that meet external demands, among them, grid inspections, resolution of unscheduled power outages and new connection service, for example. With the help of technology, it is possible to guarantee more agility to the service and generate a saving of resources.


The platform allows information to be registered such as prioritization, the average execution time of each activity and team training. Based on geolocation information from HERE Maps, the journey time and distance between services are calculated and the best route to accomplish the tasks is plotted.​


Based on these criteria, considering the strategy and execution deadlines, the system defines the day's planning for each of the teams and makes the displacements more efficient. Those responsible for the operation are alerted and updates are sent in real time to the mobile devices of the team in the field. In addition, the system itself makes periodic changes throughout the day in the services grid  that must served, according to the demands that arise and the progress of tasks already requested. The whole process can be followed in real time by the Operation Centers of each distributor.

​​Among the main beneficiaries of the technology are the consumers, who count on a more efficient and quality service. The system also generates operational cost reduction for Neoenergia, decrease of technical and commercial losses, improves service times and speeds up the re-establishment of energy supply when the consumer runs out of electricity, reflected in its main indicators, the DEC (Equivalent Interruption Duration per Consumer Unit) and DIC (Individual Interruption Duration per Consumer Unit).



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