Claro, the leading company in the telecommunications sector in Argentina, faced the challenge of improving the experience of its customers in the process of repairing equipment. In collaboration with Izo, a company specialized in customer experience, they undertook a Customer Journey project to identify areas for improvement and transform customer perception of technical service.

The first step in this project was to carry out an exhaustive Customer Journey, which involved mapping all the points of contact that customers had with Claro's technical service, from the beginning of the repair process to the final resolution of the problem. To gather valuable information about the customer experience, nearly 1,500 surveys were conducted with both Claro customers and collaborators.

Thanks to this detailed analysis, several areas of opportunity were identified to improve the customer experience in the repair process. Critical points were detected where customers experienced frustrations or difficulties, as well as positive aspects that could be further enhanced.

Based on the results of the Customer Journey, a series of concrete actions were developed to address the identified areas for improvement. These actions included improved communication with customers during the repair process, faster response times, additional training for customer service personnel, and improvements in equipment handling logistics.

As a result of these initiatives, Claro was able to significantly improve customer satisfaction with technical repair service. Customers perceived a more agile, efficient and personalized service, which translated into greater trust in the brand and improved customer loyalty.

In short, the collaboration between Claro and Izo resulted in a successful transformation of the customer experience in the repair process. Thanks to the Customer Journey and the actions implemented, Claro was able to better meet the needs and expectations of its customers, consolidating its position as a leader in the telecommunications sector in Argentina.