SBEE: Centralizing and Professionalizing Citizen Relations Through an Integrated Contact Center

Before the contact center was set up, customer requests were handled through multiple entry points and different internal departments.

Depending on the nature of their request, customers had to reach out to commercial teams, technical departments, or other SBEE contacts. Several phone numbers were in use — sometimes down to individual agents' direct lines — making the customer journey inconsistent and hard to manage.

This setup had several drawbacks.

Customers didn't always have a clearly identified point of entry for billing questions, power supply issues, administrative procedures, or SBEE's various services.

For internal teams, the lack of centralization also made it harder to route requests, share information, apply procedures consistently, and get an overall view of activity.

The challenge went well beyond setting up a phone line. SBEE needed a genuine customer relationship management system able to centralize interactions, improve how they were handled, and give the company the tools it needed to manage service quality.

ALIBORA supported SBEE across the entire process of building its contact center: architecture design, equipment supply and installation, platform deployment, integration with the existing ecosystem, team training, procedure definition, testing, go-live, and operational support.

This integrated approach addressed the technological, organizational, and human dimensions all at once — each essential to keeping the system running smoothly over time.

ALIBORA supplied and installed the equipment needed to run the center.

This included servers, workstations, professional headsets for agents, furniture, and the equipment needed to ensure a power supply suited to contact center operations.

The goal was to give teams a consistent, reliable, and fully operational work environment from day one.

At the heart of the system, ALIBORA deployed Foniva, its contact center platform.

Foniva centrally manages phone interactions and gives agents the tools they need to handle calls in a structured way.

The platform was connected to SBEE's telephone environment through a SIP integration with telecom operator SBIN, bringing the contact center into the company's existing telecom infrastructure.

This architecture created an organized, well-managed point of contact for customer requests.

Part of the project's value came from integrating the contact center with SBEE's business tools.

ALIBORA supported the integration of the contact center platform with SBEE's CRM, bringing phone interactions closer to the information agents need to handle them.

This integration helps reduce fragmentation between tools and lets agents work in an environment more closely connected to the company's customer relationship processes.

Transforming the customer relationship couldn't rely on technology alone.

ALIBORA therefore worked with SBEE to formalize and adapt the procedures used by contact center agents.

Existing procedures were reviewed and adapted to fit the operational realities of the new system, and a dedicated procedures manual was developed for the contact center.

This reference gives agents clear rules for categorizing requests, providing the right information, routing requests to the appropriate departments, and delivering more consistent service to customers.

A training program was put in place to prepare teams to use the new tools and meet the demands of customer relations.

Beyond learning the platforms themselves, the training covered best practices for handling calls, welcoming customers, communication, managing difficult situations, and applying the procedures defined for the contact center.

The goal was to build both technical and interpersonal skills at the same time, so the new technology would translate into a real improvement in the customer experience.

Before going live, ALIBORA ran an acceptance testing phase to check that the system worked as a whole.

Key user journeys, platform features, interactions with the phone environment, and everything needed for daily operations were all verified before launch.

This step made it possible to identify and address any necessary adjustments before opening the service to customers.

Centralizing interactions also made it possible to take a more data-driven approach.

ALIBORA deployed a dashboard that lets SBEE track statistics and activity across its contact center.

Managers now have better visibility into how the system is running, along with objective data to monitor usage, analyze trends, and identify areas for improvement.

This ability to manage performance marks a significant shift from an organization where interactions were spread across separate contact points.

ALIBORA's involvement didn't end at go-live.

An operational support phase followed, tracking how the system performed, assisting teams, and making adjustments as needed based on real-world use.

This approach keeps the contact center running smoothly and lets it evolve alongside SBEE's needs.

Setting up the contact center allowed SBEE to move from an environment built around scattered contact points to a structured system for managing customer relations.

Calls can now be centralized and routed within an environment specifically designed to handle them. Agents have the tools, procedures, and shared working framework they need to support customers.

The integration between Foniva, the phone infrastructure, and SBEE's business tools also helps create better continuity between when a request comes in and when it's handled.

Finally, the reporting tools give SBEE greater visibility into contact center activity and the means to track the system's quality over the long term.

Beyond deploying a technology platform, the project laid the groundwork for a more structured, measurable, and professional approach to customer relations.