CPFL
SuperPortal centralizes the employee experience
Services
UX research
Journey design
Prototyping and validation
Digital product development
How we made an impact
We evolved three products connected to the employee journey at CPFL Energia, creating a new portal to centralize the end-to-end experience and structuring an operating model that standardizes integrated management across products, processes, and teams.
Results
-70%
Reduction in aging
-30%
Reduction in ticket resolution time
-10%
Reduction in the number of tickets per employee
-30%
Reduction in ticket cancellations and rejections
Active listening, prototyping, and phased delivery
The challenge was to reduce rework and variability in employee support, with processes and responsibilities spread across multiple teams.
Beyond improving the experience, it was essential to bring predictability to operations, with clear prioritization criteria, monitoring, and continuous improvement.
The approach combined three complementary moves:
First, we enhanced the products already part of the employee journey.
Next, we created a single portal to centralize the experience and reduce day-to-day complexity.
Finally, we structured an operating model to sustain integrated management, including strategy, governance structure, KPIs (OKRs), and routines.
Our work
