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Neoenergia usa tecnologia integrada em novo centro de relacionamento com foco na experiência do cliente

Neoenergia uses integrated technology in a new relationship center focusing on customer experience

5/20/25

Space will have real-time monitoring of 100% of the service channels of the five energy distributors

Fulvio Machado, Director of Performance (E); Eduardo Capelastegui, CEO; Evani Montechesi, Superintendent of Customer Experience;
and Giancarlo Vassão, Executive Director of Operations (D) - inaugurate the company's CTR
Photo: Evaldo Andrade/Neoenergia Disclosure

With the objective of further improving the customer experience, Neoenergia inaugurated the Tactical Relationship Center (CTR) this Tuesday (20) in Campinas (SP). Created to ensure 360º monitoring of service, the new space functions as a control room and allows the real-time monitoring of 100% of operations on all service fronts, including digital channels, telephone channels and physical stores of the five distributors — Neoenergia Brasília (DF); Neoenergia Coelba (BA), Neoenergia Cosern (RN), Neoenergia Elektro (SP/MS) and Neoenergia Pernambuco — which bring together 16.7

million customers.

With the support of dashboards and indicators updated in real time, the CTR allows you to quickly identify any fluctuation in service, anticipate demands, activate responsible areas and operate with agility to minimize impacts. The action is proactive, ensuring accessibility and consistency at all points of contact with

customers.

“CTR consolidates our strategy of having the customer at the center of the business. In addition to reinforcing our commitment to the quality of customer service, we now have a more integrated environment, ensuring more assertiveness in decision-making. This initiative consolidates the company's strategy of treating customer relationships in a unique, decisive and data-driven way ”, says Eduardo Capelastegui, CEO of Neoenergia.

Integração com COI

Starting in June, the CTR and the Integrated Operations Center (COI), responsible for coordinating field teams, will have integrated data focusing on an even more complete experience for consumers. According to Evani Montechesi, Neoenergia's Customer Experience superintendent, CTR is yet another initiative to integrate areas of the company with a single purpose of

customer centricity.

“By connecting the CTR with the COI, we were able to act quickly and proactively. We are moving towards an experience that reflects our culture of valuing active listening and a more humanized relationship with the consumer”, added

the executive.

Foco no cliente

To strengthen relationships with customers, Neoenergia has been expanding investments in service quality. Last year, the company created a structure exclusively dedicated to customer experience. In addition, all of the company's in-person service stores are being modernized by the end of the year in the concession areas of the five distributors. So far, 48 are ready. The application has also been modernized, now centralizing 40

functionalities.

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