"Since the beginning of our administration, we observed that one of the greatest difficulties our company faced was communication," comments the EDOS Comptroller, Juan José Grigolato. "This was an issue that kept us up at night, and we decided to work intensely" to launch the Intelligent User Service System. Through the new operating modality, when a user calls to make either a complaint or another procedure, it is directly referred to the competent area and the response is tracked.
"EDOS handles a variety of matters, mainly related to services but also production and commercial ones," points out Grigolato. "To facilitate the task for all areas of our organization, we decided to incorporate a software development created by our programmers that contains the telephone exchange with rotary lines, an 0800 number, an easy-to-dial and easy-to-memorize three-digit number, cell phones, text messaging, social networks, and web pages; the incorporation of technology and logistical support," he enumerated. "Among the main purchases we made was a server to host our website, several computer terminals to organize information, digital phones, cell phones, construction of offices; all of this dedicated exclusively to user service, so that we can receive all the situations raised by them and try to resolve them in real time," he stressed.
How does the new EDOS user service system work?
Grigolato explained that "when a call comes in through any of the communication channels, each call is assigned an administrative case file number for that complaint, and from there, statistical tracking is carried out until it is finalized." The goal, he maintained, is to provide a faster response to the user, and at the same time, evaluate internally how it was done to continue improving the service.
As an example, the head of municipal Sanitary Works said that "if a complaint comes in regarding a lack of billing or a missing payment due date, it goes directly to the commercial area, and from there, the invoice, the due date, or any requirement they wish will be sent to the taxpayer. The same happens with complaints regarding water services, sewage, lack of pressure, or broken pipes on public roads; any resident can call our system, and this will be forwarded to our work crews. At the same time, those who privately monitor the water pH for us can enter through this system and thus quickly carry out a microbiological survey with our laboratory," he added.
Service numbers, 24 hours a day:
0800-888-EDOS
147
Rotary Lines: 421-1893 / 422-8613 / 422-4786 / 422-7740
Municipal Extension: 2006
Cell Phone / Whatsapp: +5493454178729
Social Networks:
facebook.com/edosconcordia
twitter.com/edoscdia.
Email: edos.reclamos@gmail.com