72% of customer interactions managed through emerging technologies (messaging, chatbots) in 2022, compared to just 11% in 2017 — a 6.5x increase in 5 years
Coverage across 4 strategic regions
Customer management operated from 3 production sites using centralized, multisite management
Process automation powered by RPA (Robotic Process Automation)
Faced with digital transformation and rising customer expectations, a major player in the energy and water sector sought to modernize its customer relationship management. The goal: to handle a growing volume of interactions while ensuring consistent quality across multiple regions, with high demands for responsiveness and personalized service.
Provide end-to-end customer journey management: information, routine inquiries, service activations, claims, intermediate procedures, billing, and collections
Deliver a seamless and consistent experience across several regions, accounting for local specificities
Integrate innovative digital solutions to meet evolving customer behaviors and preferences
Optimize costs and turnaround times while maintaining top-tier service quality
Armatis implemented a digital-first, agile organization structured around four key pillars:
Three production centers strategically distributed to cover four essential regions efficiently, all coordinated through centralized oversight.
Teams handle inbound and outbound calls as well as back-office operations, ensuring uninterrupted service across every communication channel.
Today, 72% of contacts are processed via digital channels such as messaging and chatbots, enabling fast, relevant responses aligned with modern consumer usage.
Using Robotic Process Automation (RPA), repetitive and structured tasks are automated, including:
Automatic handling of simple requests (service activation, address changes, etc.)
Reduction of human error
Freeing up advisors to focus on complex and value-added interactions
Users experience faster, smoother service tailored to their needs.
Automated processes allow more requests to be handled in less time.
Channels are expertly matched to customer needs, optimizing engagement and resolution.
Performance is tracked in real-time, allowing for rapid adjustments and ongoing enhancements.
Shared Vision: Full alignment between our client’s strategic goals and Armatis’ innovation capabilities.
Gradual Transition: Smooth migration from legacy systems to new digital solutions without service disruptions.
Training & Support: Significant investment in upskilling teams on new tools and workflows.
Continuous Measurement: Performance-driven management with precise KPIs and ongoing optimization.
Our partnership exemplifies our strong ability to transform customer experience in traditional sectors. We understand the unique market dynamics of the energy sector and its regulatory environment.
We’re more than a service provider — we commit to delivering measurable results and supporting our clients for the long term.
Our solutions blend technological excellence with relational quality, continuously investing in emerging tech like conversational AI and predictive analytics to stay ahead.
Discover how our digital solutions and multisite expertise can transform your customer journeys, boost satisfaction, and optimize your operations.
