Context
Eléctrica de Cádiz is an electricity provider founded in the city of Cádiz, in Andalusia (Spain). The company supplies electricity to residential and business customers across Spain and regularly welcomes customers in its service centers for matters related to contracts, billing, and other administrative requests.
Eléctrica de Cádiz partnered with ESII Ibérica to structure customer reception and provide a clear and well-organized customer journey within its service locations.
Solution
To address these needs, the Orion solution was deployed in SaaS mode to organize the reception process, from online appointment booking through to the meeting between the customer.
The installation includes:
- Orion Appointments for online appointment booking
- 1 Keo™ kiosk, allowing customers with an appointment to check in upon arrival, and walk-in customers to take a ticket based on their reason for visit
- The eZCom solution for dynamic digital signage: content and queue calls displayed across three TV screens
Benefits
With the Orion solution, both walk-in and appointment-based customers are handled fairly and efficiently. The order of service is clear, eliminating conflicts, while appointment times are respected.
For staff comfort and efficiency, the display screens show calls for the next customer, removing the need for employees to leave their desks to retrieve visitors.
