· Invested $20M in 2021 in response to COVID-19
· Customer service levels approximately 19 bps higher when compared to pre-pandemic levels (2019)
Customers are at the core of our business. As such in 2021, we focused our efforts on four pillars to strengthen our operations and enhance the customer experience:
In 2021:
> Increased customer service agents 18% during 1H21 vs 4Q20 to improve after-sales service and provide greater flexibility and faster response times to our customers in the face of changes in market conditions
> 20% of our current IT resources are now focused on after-sales activities
> Implemented specific technology developments to enhance self-managed features for customers and make the customer journey more efficient:
We believe these actions will help us to return to 2019 customer service levels during 2022.