Objective
Enhance customer experience by modernizing contact center operations, improving response times, enabling omnichannel engagement, and leveraging AI-driven automation to deliver a more customer-centric service model.

Introduction
Grupo Saesa, one of Chile’s leading electricity utility providers, serves communities across the southern region through its distribution, transmission, and power generation services. With more than 90 years of industry experience, the company has consistently focused on innovation and operational excellence.

To further strengthen its customer experience (CX) strategy, Grupo Saesa embarked on a digital transformation journey aimed at modernizing customer interactions, improving service responsiveness, and creating a seamless omnichannel experience. The organization adopted the Genesys Cloud platform to support its vision of delivering exceptional customer service powered by data, automation, and artificial intelligence.

Challenges
Before implementing Genesys Cloud, Grupo Saesa faced several customer experience and operational challenges:

• Disconnected customer data across multiple communication channels.
• Limited visibility into customer interactions for reporting and decision-making.
• High average handle times impacting service efficiency.
• Low call containment rates, resulting in increased workload for customer service teams.
• Difficulty managing customer communication effectively during weather-related power outages and service disruptions.
• Need for a scalable and resilient contact center infrastructure to support future growth.

Our Strategy
To address these challenges, a comprehensive customer experience transformation strategy was implemented focusing on the following key areas:

Omnichannel Customer Engagement

• Unified customer interactions across voice, digital, and self-service channels.
• Enabled seamless communication regardless of customer touchpoint.
• Improved customer journey consistency and service accessibility.

AI and Automation

• Implemented AI-powered virtual agents to handle routine customer inquiries.
• Increased self-service capabilities and reduced dependency on live agents.
• Improved call containment rates and customer satisfaction.

Data Integration & Analytics

• Centralized customer data from multiple channels into a single platform.
• Enhanced reporting capabilities for faster and more informed decision-making.
• Enabled real-time visibility into customer interactions and operational performance.

Contact Center Modernization

• Migrated legacy systems to the cloud-based Genesys Cloud platform.
• Improved scalability, reliability, and business continuity.
• Enhanced responsiveness during critical service interruption events caused by storms and power outages.

Results
Following the implementation of Genesys Cloud, Grupo Saesa achieved significant improvements in customer experience and operational performance:

10% Reduction in Average Handle Time
Optimized workflows and intelligent routing helped customer service representatives resolve inquiries faster and more efficiently.

Unified Customer Data Across Channels
A single view of customer interactions enabled better decision-making, improved reporting accuracy, and a more personalized customer experience.

Increased Call Containment with AI-Powered Virtual Agents
Automation successfully handled a higher volume of customer requests, reducing agent workload and improving service availability.

Improved Omnichannel Experience
Customers gained access to consistent and seamless support across multiple communication channels.

Enhanced Operational Resilience
The cloud-based platform enabled the organization to respond more effectively during peak demand periods and weather-related service disruptions.

Stronger Customer-Centric Service Model
The transformation reinforced Grupo Saesa’s commitment to placing customers at the center of its operations while supporting long-term digital innovation.

Conclusion
By implementing the Genesys Cloud platform, Grupo Saesa successfully modernized its customer experience infrastructure and strengthened its customer-centric strategy. Through AI-powered automation, omnichannel engagement, and unified customer data, the company improved operational efficiency, reduced handle times, and delivered a more responsive and reliable customer experience.
The transformation has positioned Grupo Saesa with a scalable, future-ready customer service ecosystem capable of supporting both current demands and long-term growth objectives.