The current period is approximately 47 hours from the opening of the ticket to its completion. Previously, it was around 72 hours.
BYD Energy has significantly reduced its customer service times. In July, the company consolidated calls received within 2 hours and was able to resolve them within 47 hours, from the time they were opened to the time they were resolved. This means a reduction of 34.7% compared to the previous time, which was around 72 hours, a mark considered very good in relation to market practice.
"We are always looking for solutions to improve our efficiency in the service and after-sales process. It's a daily challenge, so much so that today we are the company with the best after-sales service in Brazil's solar market. Our goal is to work hard to continue - and even surpass - last month's excellent service performance," explains Nelson Souza, Operations Manager at BYD Energy do Brasil.
A number of factors explain this evolution in service times. Starting with Desk Manager's service tool, which was implemented in the first half of this year, with operating licenses and integration with WhatsApp, generating complete reports and dashboards for the company's management team.
In all, BYD's After Sales area has a suite of 12 applications with various functionalities within a single system, which guarantee support for calls and complete business management. In addition, the BYD team uses WhatsApp integration, which enables the entire service flow within the system. In addition to the platform, the company has a Customer Success team.
BYD's service is divided into three stages. The first is when the customer opens the ticket. The second stage is the solution of the customer's request. The whole process ends with the third step, which is the completion of the service. BYD Energy, BYD's solar energy generation and storage arm, currently has more than 400 customers in its division.
"Our clients' billing is based on kilowatt-hours of energy. In other words, every second the generation plant is unavailable has a negative impact on their revenues. So it's essential that the problem is solved as quickly as possible. That's why we rely on efficiency and agility to reduce the time it takes to resolve the problem," explains Souza.
The results can already be seen in a recent survey carried out by BYD Energy among integrators who work with the brand. Around 86% of the cases received were resolved in a short space of time, which exceeded expectations. The data also revealed the main reasons for this satisfaction: clear and objective service, complete and easy-to-understand information, and easy access guaranteed by BYD Energy through the after-sales center.
"In addition to our fast and efficient service, we have the advantage of manufacturing all the products we sell. The fact that we are a single manufacturer of all the items brings more security to the market and guarantees a high probability of a solution," concludes Souza.
