A Câmara Temática de Prestação de Serviços e Relacionamento com Clientes do Saneamento, com coordenação de Samanta Souza e coordenação adjunta de Juliana Almeida Dutra, realizou dois painéis durante o Congresso ABES Fenasan 2017, que ocorreu em São Paulo de 2 a 6 de outubro de 2017.
No dia 3 de outubro, o primeiro painel da CT abordou o tema “O novo cliente com o cenário de escassez hídrica: como era e como é atualmente a jornada deste cliente no setor de saneamento”. Com coordenação de Juliana Almeida Dutra, coordenadora ajunta da CT e diretora de projetos da Deep – Desenvolvimento e envolvimento Estratégico de Pessoas e Clientes.
O painel teve como objetivo abordar o panorama de mudança do perfil do cliente em sua relação com o produto e na percepção de valor dos serviços das concessionárias. Apresentou estudos e procurou compreender as ações realizadas pelas concessionárias para sustentar a qualidade da prestação de serviços, mesmo após a queda de faturamento, e as estratégias adotadas.
Os palestrantes foram: Samanta Souza, superintendente Comercial e de Relacionamento com os Clientes da SABESP, que falou sobre “Análise do perfil do cliente e sua percepção pós crise hídrica”; Claudia Caixeta, diretora de Mercado da CAGECE; Sergio Wagner, gestor da Área Comercial BRK Ambiental; e Marcelo Teixeira Pinto, da CAESB – Companhia de Saneamento Ambiental do Distrito Federal.
No dia 4 de outubro, o tema foi “Perdas versus o papel do cliente e a atuação das concessionárias”.
Coordenado por Samanta Souza, superintendente Comercial e de Relacionamento com os Clientes – SABESP e coordenadora da CT, o painel questionou até que ponto concessionárias e clientes consideram o papel do cliente como corresponsável no processo de perdas; como as concessionárias têm se relacionado com os clientes, deixando claro o papel até mesmo a partir da questão tarifária; e se existe um relacionamento estratégico ou apenas operacional que não constrói valor percebido para o produto e para a imagem da companhia. Outros temas correlatos foram: atuação em baixa renda, ligações irregulares, estratégia de atuação em fraudes comerciais.
O objetivo do painel foi construir um processo de reflexão que reverbere na atuação do dia a dia das companhias de saneamento a fim de melhorar a percepção do cliente sobre perdas, não apenas considerando a característica ambiental, mas tarifária, cidadã, entre outros.
A discussão contou com a participação de Maycon Rogério Abreu, gerente do Departamento de Planejamento Integrado da Sabesp, que abordou o Programa Água Legal – Regularização de Ligações em áreas de Alta Vulnerabilidade; Juliana Almeida Dutra, diretora de Projetos da Deep – Desenvolvimento e Envolvimento Estratégico de Pessoas e Clientes, com o tema “Melhores Práticas para atuação em perdas em áreas de alta vulnerabilidade social”; e de Cláudio Franco Fontes, coordenador do Programa Com+Água em Ilhéus – Embasa/BA.
Para ver o álbum de fotos do Congresso ABES Fenasan 2017, acesse aqui
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