Enel for its customers

The energy market is under increasing strain.
On the one hand, consumers are more and more concerned about the big issues raised by energy: supply, cost, consumption containment, new sources, and environmental impact. On the other, market liberalization stimulates consumers, creating new choices and demands.

For Enel, understanding these needs is essential for the creation of an increasingly customer-based corporate culture and the improvement of their satisfaction.

For this reason, the Company launched “A Customer for a Friend”, an innovative project that throughout 2009 allowed over 3,000 electricity and gas customers to have at their disposal a totally dedicated corporate consultant and even to be involved in establishing the instruments that they themselves will use in the future.

Another project regarding the excellence of service quality, implemented in 2009, was “CRMotto”, which the Sales Division designed to simplify the operating processes of electricity and gas and speed up the service by integrating front office systems with those of metering, billing, and credit.

The approximately 5,000 employees engaged in managing free-market customers received 100,000 hours of training, beginning in June, to enable each of them, using the new CRM, to make his or her contribution to improving the quality of customer service

In order to protect customers from the continuous fluctuations in fuel costs, families and businesses are offered Enel tariffs for weekdays or night time and weekends, that ,for two and a half years, block the energy component of electricity and gas prices.
All customers can choose to be supplied with RECS certified electricity, an international certification system set up to promote the development of renewable sources.
They can also take advantage of Enel’s most innovative technologies for online contract management: from the electronic bill to a channel where information is collected and where the user can change his supply.