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Electro Ecuatoriana adopts Google Workspace’s tools to improve customer service

About Electro Ecuatoriana

Electro Ecuatoriana was established in 1953 out of the spin-off of the technical division of Max Müller & Co. Based in Guayaquil since 1964, the company provides comprehensive energy solutions for the oil, industrial, construction, mining, telecommunications, household, electricity, farming, and service industries.

Industries: Energy, Chemicals & Utilities
Location: Ecuador

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About Cloudify

Cloudify is a company specializing in the deployment of digital tools for remote digital-workplace operations, incorporating enterprise cybersecurity.

The company has accelerated its digitization journey in order to improve employee productivity.

Results

  • Teams have increased their productivity
  • 24/7 information availability
  • Over 7.14 TB of data
  • Email replies to customers improved by 50%+

100% adoption rate for Google Drive and Gmail

Electro Ecuatoriana is a Guayaquil-based provider of comprehensive energy solutions for the oil, industrial, construction, mining, telecommunications, household, electricity, farming, and service industries.

Almost four years ago, the company decided to kickstart a digitization process to improve its teams’ tasks. Consequently, it began deploying Google Workspace solutions that make processes easier using collaborative tools.

After a successful initial phase, the company confirmed it was time to continue scaling with cloud technology.

In Cloudify, Electro Ecuatoriana found the perfect ally to enter this new phase, which required using more Google Workspace tools, more training, and a firmer commitment to provide the information needed to adopt those solutions in the short term.

“Google Workspace is very well positioned, thanks to its wide array of online collaboration tools and its highly competitive prices for organizations. That is why we chose to use Google for our digital collaboration strategy.”

Vicente Quiñonez, System Administrator, Electro Ecuatoriana

Steps to growth

In 2019, Electro Ecuatoriana faced the challenge of increasing communication and integration between employees and customers. It also needed a solution with greater data storage capacity.

As a result, supported by Cloudify, the Ecuadorian company decided to add more Google Workspace tools. It acquired 72 licenses and achieved a 100% adoption rate for Google Drive and Gmail. Currently, it has over 7.14 TB of data in Google Workspace.

Managing the unexpected

Less than a year after making the decision to grow in the cloud, Electro Ecuatoriana faced a new challenge. The COVID-19 pandemic forced the company to quickly adapt working conditions so employees could keep doing their jobs from home.

During the social distancing period, Electro Ecuatoriana managed to improve internal communications and keep collaborating online thanks to tools such as Google Meet.

“The big step we have taken in the cloud with Google Workspace is the advantage of having access to essential information for work from anywhere. We just need to enter the shared files in Drive.”

Vicente Quiñonez, System Administrator, Electro Ecuatoriana

According to the company, Google Workspace has been crucial to facilitate communications between all departments, regardless of distance and working hours, and with 24/7 availability.

The results of growth

Deploying Google Workspace has not merely improved employee communications and their integration into the company, but also reinforced file security through access control. This means users can only see the information they need for their roles.

Quick access to information has also increased productivity. The company’s employees now spend less time looking for the data they need to answer customer questions and do not need to return to the office to find that information on their computers.

For Electro Ecuatoriana, this easy access to information has not only resulted in increased efficiency for its teams, but also in improved customer service, as customer queries are answered faster.

Consequently, the company has managed to improve on email answers with attached files, previously unavailable for reviewing and changing, by 50%. Today, employees feel 80% better adapted to Google Workspace’s daily-use tools.

Electro Ecuatoriana has also shortened data access times. In the past, the company depended on a file server that could sustain disk damage, leaving information unavailable for hours.

The company is already planning to add more control tools in the short term, such as document approvals through Forms to achieve company workflows.

“Adopting Forms will make it easier for us to manage administrative tasks and use less paper in our offices.”

Vicente Quiñonez, System Administrator, Electro Ecuatoriana

In the future, Electro Ecuatoriana hopes to keep growing together with Google Workspace and Cloudify and incorporate even more solutions to streamline tasks, increase productivity, and improve service quality.

Tell us your challenge. We're here to help.

Contact us

About Electro Ecuatoriana

Electro Ecuatoriana was established in 1953 out of the spin-off of the technical division of Max Müller & Co. Based in Guayaquil since 1964, the company provides comprehensive energy solutions for the oil, industrial, construction, mining, telecommunications, household, electricity, farming, and service industries.

Industries: Energy, Chemicals & Utilities
Location: Ecuador

About Cloudify

Cloudify is a company specializing in the deployment of digital tools for remote digital-workplace operations, incorporating enterprise cybersecurity.