Data analysis and investment in facilities of “self-service” are innovative ways for the company. The attraction of human resources is a challenge, as for Sonae Retail
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The digital economy leads to EDP to change their relationship with customers, confirmed the company’s administrator, José Ferrari Careto in discussions during the technology users conference WeDo last week. There many challenges but also opportunities related to the introduction of smart metering, data analytics and digitization of invoices.
The issue of documents in electronic format instead of paper seeks to align the digital experience provided to the customer with that with which they are accustomed, supported by other vendors (such as telecom operators), says the charge.
Ferrari Careto also argues that EDP paid “very CTT” to send the documents in paper, a universe of six million customers. So scanning allows the company to reduce the cost of service.
In the session focused on opportunities and challenges of disruption, the CIO of Sonae Retail, David Alves stressed that this company is seeking to bring ever more digital elements of the shopping experience in their shopping centers. . This is done to the extent that the digital process allows and is recognized as a differentiation factor
The official assumes as “key question” Scan most important of which relates to the organization of the workforce ” It brings tremendous opportunities to change the ways of working, as fewer processes, more autonomy, less command and control and more delegation “of responsibility.
Nevertheless, the digital transformation may not be the priority of the CIO team , the firm. “We have to focus on the customer’s needs, and it is not what he seeks, because what he wants now, a year from now no longer seeks” he said.
EDP wants to be in the business area of ”home management” or management of domestic infrastructure, but recognizes that competition will be strong.
The customer relationship is also at the top EDP’s agenda as investment in analytical data, according Careto. The company seeks to invest in smart metering and reading (“smart metering”), with analytical data (Big Data) but focused on the customer, rather than an approach focused on the reading device, he said.
same time, the company intends to reduce the reliance on contact centers and invest in facilities of “self-service”. The administrator of EDP admits that the organization has “a lot to learn” with telecom operators and financial services companies, particularly in CRM and how to maintain good experience with the company “in the minds of customers.”
It is not an easy challenge, he says, because the company sells electricity and this is not particularly “sexy”. Become a more focused company by software rather than by hardware, it will be another “major challenge” of EDP, according to the administrator.
The theme is important in the evolution of business area “home management” or management of the home infrastructure. EDP wants to be in this market but will face competition from telecom operators and ICT companies, among others.
It is important to know how far you can succeed without resorting to hardware. “Without this be necessary, the competition will become fierce,” he predicts.
Smart meters will be important to combat fraud. But the company has software, not only for this but also to be able to “extract value” of the data to the client.
Attract “millennials” to innovate
Having the correct structure of human resources will also be one of the most important challenges for EDP, says Ferrari Careto. The difficulty goes, according to the official, by achieving an optimal balance between more ‘traditional’ and more young professionals.
David Alves also be considered key to Sonae Retail attract professionals “millennials” to the company innovate . This innovation will also pass by the software and the identification and analysis of the routes of customers in shopping centers.
Holding the view that eCommerce has not yet become disruptive to the traditional retail, the CIO said the need for the customer touching items such as factor or way to innovate.
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