8 January 2025
EDP Comercial: Monitors indicators in real time and improves customer service
EDP Comercial: Monitors indicators in real time and improves customer service
The Company
EDP is a company with presence in four major geographic hubs (Europe, North America, Latin America and Asia-Pacific), which aims to be a leader in energy transition. In order to orchestrate the digital transformation across all its business platforms, it has set up a global digital unit that focuses on three aspects: strategy, projects and culture.
EDP Comercial is the EDP Group company that operates in the open market with an integrated offer of energy and services for residential and business customers.
The Challenge
EDP Comercial needed a monthly report with quality and usage indicators for the commercial support and customer service information platform, which required a significant allocation of resources to this activity.
As Íris Lebre Feio, Digital Transformation and Automation Specialist, explains, “The long hours of activity and unavailability of staff to produce the monthly report led to the search for a more efficient alternative solution. DGU (Digital Global Unit), in close collaboration with partners in its digital ecosystem, such as BI4ALL, offers a portfolio of products that allow this type of solution to be delivered to businesses quickly and with quality, which is how this project was born”.
The main objective was to simplify and accelerate the production of a monthly report to monitor an extensive and complex universe of indicators, allowing users to intuitively navigate and understand the information.
The Solution
The business area involved in the solution that BI4ALL implemented was Knowledge Management at EDP Comercial, responsible for the commercial support and customer service information platform.
The employees responsible for the initiative were 100% involved in the design and implementation of the solution, working in constant partnership and collaboration with DGU and BI4ALL, thus enabling a response fully aligned with the identified needs.
Today, the solution allows for better monitoring and analysis of the various indicators of the knowledge management platform, namely, the number of views, page loading speed, published content, and searches carried out, among others.
“In addition, decision-making is faster and more efficient when it comes to planning control measures and the quality of information in the company’s day-to-day operations”, says Íris Lebre Feio.
The Results
The implemented project allows EDP Comercial to monitor the quality and usage indicators of the knowledge platform in a more efficient and perceptible way, supporting information managers in making decisions in line with strategic benefits and in planning control and quality measures to ensure better customer service.
“Providing all employees with updated and quality information enables them to deliver a consistent service regardless of the communication channel, helping to increase customer satisfaction with the service provided”, explains Patrícia Rafael, Digital Acceleration Business Partner, adding that “the training throughout the Digital Quickwin project has not only enabled us to deliver a solution that increases the efficiency and productivity of the business areas but has also enabled it to continue the work carried out”.
As the energy sector is so competitive, Íris Lebre Feio states that “the main benefits are the possibility of having reports and dashboards that are easy to consult and intuitive to navigate, allowing you to monitor data and information relevant to the business in an agile way and, consequently, make better management decisions”.
The Future
EDP Comercial intends to continue improving the existing solution by adding new indicators according to the needs of information managers. However, the scalability of the methodologies used and the solutions developed are the main axis of future development. These success stories promote a mindset of innovation and continuous improvement in the digital business and create the need to develop new solutions with significant benefits for the organisation.
Testimonials
“BI4ALL has always shown professionalism, willingness to solve problems, innovation in creating solutions, focus on customer needs and dedication, in addition to the friendliness of their staff and a good environment.”
Patrícia Rafael
Digital Acceleration Business Partner
“Working with BI4ALL was rewarding. The daily exchange of information on the progress of the project, the care when responding to our needs, the willingness to incorporate changes not initially identified and the friendliness and availability of their staff made it possible to create a positive, collaborative work environment, which enabled us to achieve a quality end result.”
Íris Lebre Feio
Digital Transformation and Automation Specialist
