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CASE STUDY / NATURAL RESOURCES

Top 3 Gas Utility Company Increases Customer Satisfaction by 60% while Reducing IT and Operational Costs

Together with Softtek, the gas distributor consolidated its operating processes to positively impact customer service.



About the customer

Top 3 gas utility company in Argentina.

270+
localities

30K+ km
in gas distribution infrastructure

1.8M+
customers

15%+
market share

 

Business challenges

The company needed to consolidate core business processes and increase customer satisfaction in a commodity market.

 
1

Ensure operations continuity.

2

Consolidate and improve operation processes to reduce cost.

3

Improve customer satisfaction in a commodity market.

How Softtek comes into play

Softtek incorporated self-service processes to increase customer satisfaction.

Group 385

Business impact

The gas distributor consolidated its operating processes, improving customer service and reducing costs.

60%

increase in customer satisfaction

98%

tickets efficiency, generating cost reduction

10%

operative cost reduction

68%+

Enabled reassignment of office staff to more valuable activities

20%

savings in IT operational cost

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