estimated that 90% of the utilities area (which includes companies related to
the generation and supply of energy) should undergo rapid and significant
changes in the next three years, due to sector digitalization, according to the
study “Accenture Technology Vision 2016”. However, they are still required some
changes in the way this type of business is conducted. However, one thing is
certain. Like any other industry that has to handle personally with its end
consumer, there is a need for an approach and the creation of an identity
Thus, it is
understandable that the forms of assistance and problem solving, as is the case
of payments; recharges, information consultation; queue management and
respective loyalty, may undergo some changes, changing from a manual and
face-to-face process to a process more fluid and aware to the customer
experience in store.
kiosks currently are a fundamental tool in the process of customer service,
clarification of information and communication / advertising. These may be used
as elements service providers or only as ludic points.
kiosks prove to be increasingly important tools of work, reducing human
resources costs, advertising costs, but rather to provide a quality,
professional and faster service. They also allow people to maintain a lifestyle
that is currently provided to them by information technologies, meaning the
autonomy to perform functions that previously required the mandatory presence
of another actor.
to manage and monitor the customer service of a counter, is the solution of
queue management and Corporate TV, which distracts and informs users as they
wait for their turn to be attended to.