Norgas success story

Norgas has already optimized its operation and serves its collaborators 24/7 with ADRI Bot

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Solución

  • Servicio al Cliente Trobbit

Objetivos

  • 24/7 Service
  • Automate processes
  • Reduce costs

Canales

  • Website
  • Whatsapp

Resultados

  • Time savings
  • Increase in employee productivity

Case Study: Norgas’s Success with ADRI Bot

Norgas is a company with Colombian-Chilean investors and capital, boasting over 50 years of experience in the market. It provides LPG energy solutions for residential, commercial, and industrial sectors for various uses and applications.

It also operates in Chile through Abastible, in Peru through Solgas, and in Ecuador through Duragas.

5796Norgas success story
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Initial Description

We are a company of 1,800 employees. With Trobbit, we implemented ADRI Bot, a 24/7 Virtual Assistant that supports us in various operational tasks such as password recovery for training courses, resolving frequently asked questions, and personnel recruitment processes, among others. Its human-like and friendly appearance inspires trust and well-being, making interaction with it a completely pleasant and satisfying experience.

The optimization of time and productivity of our human team increased by around 40% through ADRI Bot’s intelligent conversations, providing immediate and conclusive answers to all inquiries from our nationwide collaborators.

Diagnosis of the Need

Prior to the implementation of Trobbit, Norgas’ employees and clients had to wait for hours or even days to receive responses to various requests. This was because many of the necessary processes within the company to generate a satisfactory response from our customer service team depended on the involvement of several actors, each responsible for resolving a percentage of the total response. Additionally, there was no centralized and unified database that allowed our human team quick and effective access to information. Furthermore, those responsible for responding were not always available due to the high volume of requests, resulting in many requests going unanswered. As a result, the productivity of our employees and the satisfaction of our clients were significantly affected.

The Solution

After several high-value meetings between our Human Resources and IT teams and the Trobbit team, some very interesting conclusions were drawn. One of them was that a high percentage of the processes and responses generated daily for our clients and employees were susceptible to automation. This is where Trobbit, with its intelligent conversations, could work magic to accelerate and resolve over 50% of all these processes independently. This includes responding to thousands of frequently asked questions that were repetitive and could be standardized, assisting employees in accessing information platforms, providing payroll slips, employment certificates, and even supporting recruitment processes.

 

ADRI: Comprehensive Digital Response Assistant

To realize our strategy of automation and process optimization, we designed ADRI, or the Comprehensive Digital Response Assistant, a Trobbit chatbot with Artificial Intelligence embodying a female character, as a Conversational Customer Service solution. As a premise for success, we decided that ADRI would be another member of our entire human team, albeit in this case, a digital member capable of understanding Spanish as the primary language to empathize and communicate naturally with our collaborators and clients, thus ensuring the success of its adoption as a new essential technology for Norgas.

The greatest challenge was to design and implement a knowledge base that involved all departments of the company, where each of our leaders had to contribute their experience and knowledge to carry out the proper training of ADRI. This was achieved successfully with the constant support and guidance of the Trobbit onboarding team.

Immediate Requirement Resolution

Currently, with ADRI’s assistance, there has been a significant increase in the number of requirements addressed daily to company collaborators and clients. Additionally, the service availability is now 24/7, and the rate of unattended requests along with waiting times has been considerably reduced. A remarkable point is that its effectiveness level is above 97%, meaning that only a very low 3% of the questions asked to ADRI daily remain unresolved and require additional training for ADRI to provide a satisfactory response in future interactions.

The Future of ADRI

As of today, ADRI is already another member of our team, and it is expected that its functionalities will expand to various areas of the company where ADRI can play a fundamental role in increasing productivity, reducing costs, and optimizing time.

Increase your sales, enhance your customer service, and optimize your sales team management now.

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