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Comgás, the largest distributor of piped natural gas in Latin America, serves over 2.5 million customers in 95 municipalities in the state of São Paulo.

AP Digital Services was invited to help discover the main pain points with the SAC customer service team in order to build a customer-centric service portal.

The challenge

Discover the main pain points of customers with the SAC customer service team;

Build a customer-centric service portal;

Prioritize challenges with the business team sprint by sprint.

The solution

After conducting dynamics to understand your customers' journey and identify their main pain points, we built a portal that enabled:

Reporting leaks and emergencies
Making the process more efficient and secure
Changing the account ownership
Simplifying the customer's daily life

I want a platform

The challenge

After the creation of the portal, we brought the following benefits to Comgás:

Autonomy for customers
Ease of use for daily queries
Increased customer satisfaction
Significant decrease in the number of calls to the call center
Optimization of operational costs

An award-winning case

The impact generated by this work was so substantial that it earned us the Cliente S/A Award for "Best customer-focused strategy" in conjunction with Comgás.

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Comgás serves over 2.5 million consumers in 95 municipalities in the State of São Paulo.

We were invited to help uncover the main pain points with the SAC customer service team in order to build a customer-centered service portal from there.

Learn More

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