The Digital Transformation of the Customer Area manages to attend in a specialized way the requested procedures

Hidralia, an Andalusian company in the environment sector specialized in the management of the integral water cycle, has carried out a digital transformation of the Customer Service Area, adapting to the new needs of users and guaranteeing a specialized service accessible to all citizens, through the application, reinforcement and specialization of each of its different non-face-to-face channels.

This adaptation has not only been an improvement in the attention to users but also a comprehensive transformation of the Customer Area, whose staff wanted to show its new way of working and explain personally how to make the usual management of its service without having to move to the offices. Employees of the service have thus wanted to show that digital care has the same benefits as the face-to-face and that they are carried by the same people who served them behind a table before the pandemic.

With this initiative Hidralia also aims to value the effort and work done by its staff, which has adapted its working environment and how to carry out its management in a few months. The company wants to emphasize that non-face-to-face care does not mean that the attention is not personal, so workers have wanted to bring this digital attention closer and humanize to customers, putting their face and voice in videos made from their own homes, which the company will disseminate through social networks and online media. The campaign will also feature advertisements on various media and information leaflets, if necessary, to explain how to access the water service through non-face-to-face channels, mainly through the Customers Area of the Hydralia website: www.hidralia-sa.es.

Hidralia has also internally reinforced the structure of non-face-to-face contact channels to achieve specialized, personalized, close, accessible and quality care. Depending on the type of query or management to be made, virtual calls or queries will be forwarded internally to different teams of specialized personnel. The most agile arrangements will be taken care of directly by the call center or can be done immediately on the web; while those managements that need greater local knowledge or are of high volume of processing will be answered by telephone or virtually directly by the expert customer service staff of Hidralia, who will solve all doubts through the "chatbot" of the website.

And it is that, as the employees themselves make clear in their messages, behind each device are they personally attending to every query, management or incident, with the same services as the office care.