At Valenet, monitoring was decentralized, carried out by the operational teams themselves and without standardized criteria — which was even more complex in Field Service, where on-site audits required technicians to travel to customers’ homes.
With support from 2clix, Valenet centralized monitoring, standardized criteria and replaced on-site audits with remote monitoring.
In four quarters, the monitoring score rose 58 percentage points and feedback applied in the operation went from 0% to 99% — a result that earned Gold in the Open Innovation category at the ClienteSA X Summit 2026 (a Brazilian customer experience awards program).
2clix and Valenet receive the Gold award in the Open Innovation category at the ClienteSA X Summit 2026.
The winning project
With support from 2clix, Valenet created a centralized monitoring team, standardized criteria, introduced calibration, appeals and structured feedback, and connected quality to team development.How it works
On-site Field Service audits were replaced by remote monitoring, using photos, descriptions and digital evidence from service orders.Results
Throughout the rollout, Valenet’s monitoring score improved significantly, feedback came to be applied consistently across the operation, and indicators such as NPS, CSAT and first-contact resolution also improved.The results went well beyond the numbers. In practice, the project turned quality into a strategic piece of governance, team development and operational efficiency, swapping an on-site audit model for data-driven remote monitoring.
The case
Valenet’s challenge went far beyond choosing a new tool. Monitoring was decentralized, carried out by the operational teams themselves and following different criteria, which made results hard to compare and reduced the ability to turn data into continuous improvement. In Field Service the process was even more complex: on-site audits required technicians to travel to customers’ homes — an expensive, time-consuming and hardly scalable model.The award
Winning Gold in the Open Innovation category at the ClienteSA X Summit 2026 recognizes the work developed by 2clix and Valenet to centralize and digitize quality monitoring in Field Service.The project shows how technology can replace manual, on-site processes with remote solutions that are faster, more scalable and more closely connected to team development.
2clix thanks Valenet for its trust throughout this journey, with special recognition to Georgia Mercadante, who played an essential role in making this project a benchmark in innovation, and to every professional involved in building this case.
Congratulations to everyone on this important recognition!
To learn more about the ClienteSA X Summit 2026 and see other details of the awards, visit 2clix’s article on LinkedIn.
