Challenge 01

Help us anticipate customer needs through proactive communication

We want to use proactive communication with customers with the aim of not only clarifying changes in invoice amounts by anticipating doubts, but also preventing defaults by encouraging timely payments. Today, the approach to customers is reactive, focused on answering questions or reminding them about due dates. We seek solutions based on data intelligence that use consumption profiles, seasonality and behavioral trends to approach customers in a personalized and assertive way, increasing confidence in the service provided and reducing defaults.

It is important that the solution identifies customers who may approach CPFL with questions about the invoice or who may default on their payments, so that assertive proactive communication can be made, preventing the customer from contacting CPFL or not making the payment. The solution must be fed by different data sources and files.

Take part in the challenge and show how your solution can anticipate needs and transform

the relationship with millions of customers.

• Develop a solution that anticipates customer needs, reducing complaints about invoices and the number of defaulters.

• Transform the relationship between companies and consumers, promoting more agile and effective interactions.

• Help CPFL improve proactive communication with more than 10 million customers in several states.



Expected results:

• Reduction in the number of defaulting customers.

• Reduction in the volume of complaints related to billing.

• Reduction in TMA, since teams will be able to use the analysis already performed by the solution in their services, if the customer gets in touch.

• Customer confidence in billing (satisfaction survey).