Who is EMIVASA?
EMIVASA is a mixed company created by the City Council of Valencia and Global Omnium to manage the public water supply service and the domestic supply of drinking water to the city of Valencia.
After more than a century in the management of drinking water to provide a basic necessity in the best conditions, Emivasa continues to ensure that all customers are guaranteed the provision of this basic and fundamental good.
Industry
Water Supply
Headquarters
Valencia
Employees
+295
Foundation
1890
The perfect synergy between our brand and our customers
“XX“
HÉCTOR ALCALDE | MARKETING DIRECTOR WOTTAN MOTOR
“XX“
ELOY GAZULLA | Project Manager at Aunoa
Problems and challenges
Call centre decongestion
En EMIVASA , la principal problemática a la que se enfrentaba era la congestión del call center. As part of a strategy to improve customer service, it was necessary to facilitate the management and queries related to the water service in a comprehensive, simple and agile manner.
Automation of procedures and queries
One of the most prominent challenges the organisation faced was to provide greater coverage and assistance to users, adapting to their individual schedules and needs. To address this situation, the company committed itself to the digitisation of its services.
Implementing Whatsapp as an asynchronous communication channel
Implementing WhatsApp as an asynchronous communication channel provides a number of benefits, including closeness to customers, greater accessibility and bridging the digital divide, among others.
Offer online chat for personalised attention from the manager.
Another requirement was to implement an online chat with the different managers, capable of dealing with more complex queries and thus providing personalised attention. This initiative would represent a significant improvement in customer service.
Discover how EMIVASA has improved its Customer Service by more than 80%.
Functionalities and technology
The tailor-made solution developed for EMIVASA🚀📊😃
Guided menu
The introduction of a guided menu significantly simplifies the automation of a large number of user queries, including the following:
Electronic invoicing
Virtual Office registration
Change of owner
Readings and meters
Other
Knowledge base for FAQ resolution with AI
This Virtual Assistant is designed, thanks to an indexed knowledge base, to handle common queries efficiently. And it has the capacity to:
Respond in different languages
Refer users to available agents when needed
Online chat
The implementation of an online chat opens up a new avenue of communication for users who have not yet been able to resolve their problems or queries. This tool allows users to engage in real-time conversations with an agent.
This ensures comprehensive and effective care, while significantly improving the user experience by providing fast and personalised responses.
Call centre call forwarding (IVR)
We have designed a mechanism to address situations where the Call Centre experiences long waiting times resulting in multiple users in queue.
This system offers the option, via a telephone voice-over, of forwarding calls to the WhatsApp messaging service.
EMIVASA's conversational solution in action. Results that speak for themselves
65.126
Unique users
93%
Conversation automation
102.831
Conversations
66%
Decrease in telephone enquiries
8,7
Grade CSAT Bot
9,6
Grade CSAT Chat online
*Data year 2023
*Data year 2023
CHANNELS AND LANGUAGES
Channels
We integrate Chatbots in the channels most used by your customers so you can offer an omnichannel experience in conversational channels.
For EMIVASA, the conversational solution is implemented both on the Web and WhatsApp.
Languages
Our chatbots are designed to facilitate communication in a variety of languages seamlessly, automatically adapting to the user’s language to provide a more personalized experience.
In the specific case of EMIVASA, our chatbot is fully configured to interact seamlessly in Spanish, Valencian and Catalan.
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Prepare to be inspired with the EMIVASA Case Study