With Dynamics 365, Órigo reduces turnaround time from days to minutes

After implementing a complete service solution, with integration to other service platforms, chatbots, sales campaigns, centralization of information from its consumers, and monitoring of the team, Órigo Energia was able to transform its service scope, providing more assertiveness to managers and leaders, and bringing the company closer to its customers even remotely. All this with the support of I4D, a Microsoft partner company.

The largest Brazilian distributed and shared energy generation company, Órigo works with solar power solutions for homes and companies, with two models of clean and renewable energy production offered in a subscription model: one is the Solar Farm, where production occurs with photovoltaic panels, and the other is the Biogas Farm, where production is part of the decomposition of organic matter.

Organize information and optimize procedures

In recent years, Órigo has decided to undergo a digital transformation to centralize data, optimize manual processes, such as the manual calculation of customer proposals, expand and massify its operation to increase the potential of customer service, and boost sales.

"We look for alternatives. The systems were decentralized, and it was not possible to map the customer journey, define our problems, and decide where to invest," said Renata Ferrin, responsible for customer experience at Órigo.

That's when the company sought a solution that would meet its demand, and relied on Microsoft partner company, I4D, to take this important step and define an implementation project.

A complete service ecosystem

The solution brings together a series of tools: Dynamics 365 Customer Service covers customer service demands; Dynamics 365 Omnichannel brings together a series of platforms for service through different channels and leverages the database; and Dynamics 365 Marketing and Sales also integrate the solution, helping with commercial prospecting, lead capture, and marketing campaigns – a cloud and omnichannel service solution that helped Órigo stay in touch with customers and close to them, even remotely.

Power Virtual Agents add the bot service to the solution and Power BI comes as a business intelligence tool. All this is integrated with the Microsoft 365 suite and supported by Microsoft Azure.

"We have all customer service, bot service on several fronts, the omnichannel massively serving customers through various platforms, and this gave Órigo a very large base of information," explains Bernardino Medeiros, responsible for I4D. "There's also the commercial side, leads captured through marketing campaigns that are worked on in a journey, everything is configured within the solution, controlling the distribution of leads in an optimized way to the commercial teams," he adds.

A new, coordinated, integrated, customer-focused service

Órigo had significant improvements in the Commercial and Customer Service areas, with omnichannel service and centralized consumer information, which provide better follow-up – with a 360-degree view of the customer.

"We have the full view of the communication rule, the efficiency and preferred channels used by customers, and with the integrated omnichannel solution, automatic communications management has helped us significantly reduce manual efforts," says Renata.

The improvement in service goes even further, as the system allows requests to be dealt with outside of business hours, with everything recorded. The chatbot also had a direct impact on boosting Origo's sales.

As a result, customer turnaround time has been reduced from days to minutes. "For each sale, we are able to monitor and track the entire lead journey up to conversion into a customer. This was a great improvement and is one of the reasons that helped us expand our entire operation," he adds.

The generation of proposals for external customers has also been optimized. What used to take up to ten minutes is now done automatically and at any time.

With all this, managers and team leaders are able to monitor the work of their teams and the entire sales process, in an integrated way.

A product that provides peace of mind today and allows focus on tomorrow

"With regard to technology, I'm very satisfied; most of the other solutions we have internally are already on Azure, and we're migrating other applications to the same solution to further consolidate our processes," Renata celebrates.

Órigo now reaps the fruits of a cloud and omnichannel service solution that has had a positive impact in keeping in touch with its customers and maintaining such proximity even with remote work. At the moment, it has just decided on the last details to adapt the solution to operations and aim to add cognitive services to enhance data analysis and reduce proposal generation time even further.

"The product is very broad, it covers the process end-to-end, from the entry of leads, capture, conversion to post-sales with the new system," concludes Renata.