Cemig, one of the largest energy companies in Latin America, deals with an extensive and complex field operation on a daily basis. Thousands of technicians are responsible for maintenance, repairs and new installations throughout the state of Minas Gerais. The scale of this activity has always brought with it a major challenge: maintaining efficiency, predictability and quality in serving millions of consumers.
Before adopting Digiteam as its Field Service Management (FSM) software, the company lived with limitations that compromised its operations. The lack of real-time visibility made it difficult to monitor external teams, leading to delays, miscommunication between managers and technicians, and high costs. This scenario resulted in longer response times and negative impacts on the end customer experience.
The turning point came with the implementation of Digiteam, which began to act as a link between the operations center and the field agents. With the platform, Cemig gained full traceability of the teams, integrated communication with the CRM and more intelligent allocation of resources. Activity monitoring has become agile and transparent, bringing predictability to performance indicators and greater control over the entire service journey.
The results were significant. Cemig recorded a 38% reduction in the average response time, an increase of more than 30% in the productivity of external teams and a significant improvement in the first resolution rate. This transformation had a direct impact on customer satisfaction and brought operational efficiency gains, consolidating the company as a benchmark for innovation and reliability in the energy sector.
Just like Cemig, your company can transform its field team management with Digiteam. Our Field Service Management platform offers more efficiency, traceability and predictability for your operations. Find out how we can help your business achieve similar results. Get in touch with our team and find out how Digiteam can be applied to your reality
