Enel’s Innovations for Customer Service Worldwide

Published on Wednesday, 1 July 2015

Mobile offices, digital information counters and many initiatives both on the ground locally and online. Customer service is being promoted in a growing number of ways by the Enel Group companies operating on the electricity and gas supplies market in European and Latin American countries.

Transparency, effectiveness and closeness are the constant objectives of the customer care activities addressing Enel's 61 million customers, including domestic retail, businesses and large energy-intensive companies. Responding to the needs of each particular subject, in the 9 countries where it is present with retail commercial activities, the Group has turned its attention to specific initiatives based on clear communication, thus raising business and individual awareness of efficient consumption models and increasingly economically and environmentally sustainable supply solutions.

Mobile offices in Brazil and Chile are examples of an attention that has Ampla and Chilectra employees meet their customers in their customers' own neighbourhoods, even in difficult to access or densely populated areas or areas devoid of regular service facilities. Following the example of Chilectra contigo and Amplamόvil, Edesur in Argentina has also developed the Oficinas mòviles project.

Web services and mobile apps in Italy and Spain continue to improve by offering consumers new forms of online contacting, 2.0 functionalities for consumption billing and management and self-care solutions, in addition to those that Enel Energia and Endesa already provide in their local presence on the ground.

Telephone services in Argentina and Peru have recently been empowered so as to offer customers round-the-clock assistance every single day of the year, integrated with web-accessible customer care systems. In particular, in Peru, assistance provided with the FonoEmpresa programme has enabled the processing of an average 1000 telephone communications a month with big business customers, granting personalised attention and prompt responses.

Presence on the ground in local areas is a constant trait of all Group companies that are engaged on the domestic consumer retail market and in 2014 a number of innovative initiatives boosted the effectiveness of contact channels and increased service quality. In Romania, for example, Kiosks - public digitised stations used by customers to communicate meter readings, look up bills and download forms – have been installed. In Colombia the A tu lado – "By your side" programme has developed an integrated service model enabling contact, management and response to customer requests in various localities from local neighbourhoods to shopping malls.

Added value services – lastly – are the new common horizon for all countries. In Italy for instance Enel Energia continues to extend its portfolio to offers that go beyond the mere commodity, offering the retail market loyalty programmes, savings on everyday consumption, insurance services, efficient home appliances such as condensing boilers and energy saving solutions such as LED lights. Similarly Romania has implemented Enel assistenza, the first added value service system on the domestic energy market, comprising a network of professionals on call to domestic users, ready to intervene and carry out repairwork, available around the clock.