Gasnor S.A. is a Natural Gas distributing company in the
north of Argentina with a turnover of $90,000,000 per year. The company needed
to record client claims and to channel them to the corresponding person in each
case, so that the claims would be solved in the regulatory time frame.
It was necessary to answer clients' claims timely and
suitably according to established parameters, especially those concerning
security aspects, explained Carlos Amin, systems supervisor engineer in Gasnor.
To solve this challenge, Gasnor integrated GeneXus' Workflow tool to its GXflow
Customer Services System, creating claims derivation circuits and control alarms
for the timely resolution of the problems presented.
Gasnor provides this service to the public both personally
in thirteen Customer Service Centres and through a Call Center that uses a
Customer Service module of its own Commercial System. In both cases, if the
client brings a claim or a query, it will be entered in the claims and queries
record module developed with GeneXus. According to the operator's data entry,
the system will classify the claim as Urgent, Emergency or Normal and a work
order will be generated with GXflow that will be then diverted to the
corresponding sector to be solved and answered. If the claims are not solved in
a predetermined time, alarm messages will be triggered.
The decision of choosing GXflow as a Workflow tool was
based on its user friendliness, the improvement in productivity it offers and
the real integration with the existing development languages and platforms it
enables, he explained.
The implementation of this GXflow solution will allow
Gasnor to respond appropriately to customer claims and queries and fulfill
regulations with the certainty that alarms are working properly. But
additionally, the public services company has reduced the claim receivers'
workload by automating claim classification, thus freeing them from checking the
message reception by other areas.
"Now we are sure the alarms will be triggered if the
claims are not solved in the established times, so the claim receivers won't
have to make confirmation calls", he added. Besides, statistics of attention
turnaround time -an ISO 9000 certified process- will be made with all the
information provided by the module as well as the verification of regulation
compliance, explained Amin.
http://www.gasnor.com