A Amara Nzero, a Spanish multinational of products and services for the energy transition, in partnership with BCR.CX, BPO (Business Process Outsourcing), consultancy and technology company customer experience, implemented a new system to expand the number of companies served, product sales and the environmental impact of operations in Brazil.
With this partnership, the company recorded an average reduction of 90% in service time and a 300% growth in the number of active customers in two years, from 2 thousand to 6 thousand.
Before hiring, Amara Nzero used the system Zendesk, which according to Pedro Scripilliti, the company's head of Digital, was underutilized. “The Zendesk system is extremely complete and comprehensive, but we were using 10% of its capacity. We had a Ferrari in our hand, which drove like a Beetle,” he explains.
In this scenario, hiring BCR.CX came to optimize the use of the Zendesk system. “In other companies I had previously worked for, I had already seen Zendesk run with BCR.CX and I understood that we needed to invest in hiring him to optimize the entire customer service system. We automate reactive contacts and invest in customer acquisition. From then on, the numbers speak for themselves”, adds Scripilliti.
Unified system
According to Amara Nzero, with the partnership, services were unified into tickets to avoid “waste of customers”.
With this change, the ticket remains on the seller's screen until they have completed the operation. If there is a delay in completing processes involving sales, managers identify through the system in which sector of the company the demand is stopped and for what reason, facilitating the forwarding of the solution.
“Without automation, with demands handled by email, a lot is lost. When Amara NZero contacted us, they asked for a study and report of everything that could be improved in internal and external processes. We dive deep and dedicate ourselves ardently to this project to support them in this urgent and precious task, which is to help preserve planet Earth”, he explains. Bruno RodriguesCEO of BCR.CX
“To achieve this objective, the tactic was to increase the productivity of the customer registration system. It was the moment that we integrated the system with 55PBX [spin off of BCR.CX which operates as a CCaaS (Contact Center as a Service)] and we started using chatbots to accelerate the reactive capture of customers, it was the moment in which Amara NZero managed to triple its base”, concludes Rodrigues.
Amara Nzero on decarbonization
Today, Amara NZero Brasil's operations focus its activities on three axes of the energy transition: decarbonization, electrification and energy efficiency/digitization.
The multinational has five units, with offices, located in the cities of São Paulo (SP), Salvador (BA) and Recife (PE); has two distribution centers, in Cajamar (SP) and Feira de Santana (BA), in addition to account executives in 27 Brazilian states.
In all stages of energy production – wind, solar and hydraulic – Amara NZero has already generated 27.375 GWh in Brazilian operations. Since its founding, the company has already reduced 11 million tons of carbon dioxide, the equivalent of 16,5 million planted trees.
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