EMBASA - My Framer Site

Success Story

The project brought benefits and transformations to Embasa and its relationship with customers.

Challenge

Embasa, the Bahia Water and Sanitation Company, is committed to meeting its customers' needs in the best possible way. With this objective, it began a journey to improve the consumer experience by increasing investments in innovation, seeking excellence in the delivery of digital services, which include the Virtual Agency, the institutional website, and other relationship channels.

To provide a better experience, it is not enough to have only a digital channel, but rather a simpler and more effective way to solve problems. In this way, the company increased the level of personalization in customer service through a robust service platform, in order to improve communication and the customer experience.

Solution

The chosen tool was Liferay, a global and market-leading platform that offers essential features such as efficiency, flexibility, speed, and adaptability to new market dynamics, providing users with a pleasant and secure experience.

As one of Liferay's main partners in Brazil (since 2014), Pitang developed the solution for Embasa, working with specialized professionals with expertise in software development and integration in order to accelerate time to market and maximize the project's results.

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Key Deliverables

Virtual Agency: a customer portal where the company began offering services that provide convenience and practicality for the end user, such as requesting a new water connection, requesting a water truck for any municipality in the state of Bahia, or even submitting a service complaint, for example

Titleholders' portal: a relationship portal between Embasa and the city governments;

Institutional portal: new visual identity, 100% content management by the business area, and no need for IT intervention

Results

With the public’s strong adoption of digital channels, the expectation is that Embasa will continue its plan to reduce the number of physical branches, so the company can cut costs and direct investments to other areas that may further raise the level of service and customer satisfaction.

Pitang's specialized development team developed more than 35 APIs that allowed the institution to further personalize its customer experience.

Business areas have gained more flexibility and autonomy when making content updates whenever necessary, without needing the IT department or third parties to do so.

Ticket creation, which previously required intervention from the support team, is now generated automatically, integrating with services from other systems, eliminating rework and saving time for the entire team.