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Unified Platform Transforms LiveT Operation And Reaches Service Index Of 95%
In the face of LiveT’s rapid growth, the company specializing in water and gas individualization for condominiums recognized the urgency to modernize its communication infrastructure. According to official data released by the company in São Paulo on July 10, 2025, high costs with landline telephony and the inflexibility of the traditional model hindered the advancement of the business, which was already setting ambitious goals for scalability and service.
The leap came with a strategic partnership established with C&M Executive, a technology company for unified corporate communication, in 2016. Through the agile migration to IP telephony with the GoTo platform, LiveT not only eliminated maintenance costs but also reduced its phone bills by over 30%, gaining mobility for service and increasing the efficiency of the team, including remotely whenever necessary.
Challenges During The Pandemic Accelerate Transformation
With the Covid-19 pandemic in 2020, new obstacles arose. The implementation of the hybrid work model revealed an operational blind spot: the lack of visibility into customer service. This resulted in frequent complaints about the lack of response on calls. According to LiveT, without technological integration, it was impossible to audit calls, measure performance or control losses. This weakness directly threatened service quality and brand reputation.
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Multichannel Solution Centralizes Service And Provides Real-Time Data
The solution came with a new consultation with C&M Executive, which recommended the adoption of an integrated multichannel center, with the GoTo Contact Center at its core. The platform centralized all service channels – voice, WhatsApp, webchat, social media, and email – ensuring complete and auditable management. With the consultative support from C&M, the entire structure was implemented rapidly, allowing LiveT to record calls, monitor indicators, and generate reports in real time.
With data at hand, bottlenecks were identified, flaws corrected, and realistic goals established. The expansion of the team began to be guided by evidence, no longer by assumptions. As stated by Umberto Caruso, director of LiveT, “the ease of generating reports and the transparency of the GoTo platform gave us a new management perspective.”
Practical Results: Reduction in Complaints and Excellence in Service
The effects of modernization were immediate and noticeable. According to the official report presented in July 2025, complaints from customers who could not reach the company fell by about 80%. At the same time, the internal service indicator reached 95% of calls answered during business hours. Operational control strengthened, decisions began to be made based on concrete data, and responses to customer demands became even more agile.
Caruso emphasizes that technical support and proximity to C&M’s management were fundamental to transforming the project into an efficient and secure reality. “In addition to technology, the close monitoring was essential for the speed and effectiveness of the implementation,” the director reinforces.
New Structure Consolidates Digitalization And Prepares The Company For The Future
With all the transformation, LiveT has established itself as a reference in innovation in the segment of water and gas individualization for condominiums. Increased control over service, information security, and operational scalability have paved the way for new advances in digitalization, always based on official data and responsible practices.
- 2016: start of modernization and abandonment of the traditional telephony model
- 2020: pandemic drives digitalization and reveals the need for total integration
- 2025: cost reduction, excellence in service, and sector leadership based on data
Thus, the company shows that technological transformation, when well-planned, ensures real gains, operational sustainability, and customer service quality.
In your opinion, can digitalization also revolutionize customer service in other sectors of the Brazilian market?
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