Ensuring access to electricity for the largest number of people and satisfying their needs safely and efficiently, with quality and innovation: these are the basis for creating an increasingly customer-centered corporate culture.
For this reason, the most significant data regarding network efficiency, customer satisfaction and the most frequent causes for complaints are monitored regularly throughout the Group.
One of these essential services, which is universally recognized as a key element in energy efficiency, is the smart meter. In 2011 the Smart Metering System (Telegestore), Enel’s automatic system for the management of the electronic meters installed with all its Italian customers, enabled the remote management of over 7 million transactions and more than 400 million meter readings, thus avoiding the emission of CO2 from the work of its operators.
In Spain the Cervantes project continued, which was started in 2010 and which by 2015 will have installed 13 million new meters. In addition, pilot projects are under way in Latin America, in particular in Brazil and Chile.
Service quality also means quality in customer relationships, on all the occasions in which customers come into contact with the Company. In Italy, the constant customer-focus has led to the realization of a new Customer Care model and to the introduction of advanced contact channels with customers: from text messages to send and receive contractual information, to the app to receive information on Enel Energia directly on a smart phone or tablet.
Attention to customers but also respect for the environment are values by which Enel promotes, also in its customer relations, the value of respect for the environment through constant commitment to seeking innovative solutions for efficient energy use. The range of “green” products based on differentiated time bands is backed by services for families (such as energy certification), companies and public administrations. In addition, with the “Enel Drive Tutto Compreso” program, Enel Energia has launched a greenhouse gas free, set-price offer for electric car owners.