CASE STUDY CNEL ECUADOR THE COMPANY Corporación Nacional de Electricidad CNEL is Ecuador’s electric power trading company. It has offices in the following regions: Esmeraldas, Manabí, Santa Elena, Milagro, Guayas-Los Ríos, Los Ríos, El Oro, Bolívar, Santo Domingo and Sucumbíos. The company supplies electric power to 1.25 million customers, with 30% of the country’s market share. The Manabí regional office, which took the initiative to upgrade its communication system, serves 363,342 customers. THE CHALLENGE CNEL had been using its analogue communication system for a long time. Failures in communication and lack of coverage frequently caused accidents. And the response from the technical support team often took more time than was reasonable, affecting customer service.

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