99.7%
compliance
with quality standards set by the
Authority for 4 services
10.6
minutes
average waiting time at branches
and chance to reserve an
appointment with an operator
399
thousand analyses
Group drinking water, 1,100 per day, of which 63% on the supply network

Hera Comm’s sales network and commercial conduct

Hera Comm’s commercial strategy for the sale of energy services to small and medium customers (households and companies) relies on commercial partners that operate across various sales channels.

In 2017, Hera Comm confirmed its fundamental guidelines, i.e.:

  • the selection of agencies according to the principles and methods defined in the Group’s quality system;
  • having all partners sign the agency mandate, which includes the Group’s Code of Ethics;
  • specific training provided to agency managers and to their agents by Hera Comm personnel;
  • identification of door-to-door agents who must display an identity card to the customer they are visiting;
  • periodical mentoring at final customer premises by Hera Comm personnel in order to assess the conduct of the sales network;
  • final-customer surveys to monitor the quality of the sales network’s operations.

The proximity to our customers and their protection remain the fundamental principles of Hera Comm’s sales activity. In addition to measures to care for unwanted activations and contracts, as required by AEEGSI’s resolution 153/2012/R/com as amended, Hera Group has added other safeguards to those already required by AEEGSI:

  • sending a welcome letter to residential and non-residential gas customers also for contracts concluded in Hera Comm’s offices;
  • making withdrawal easier, requiring an email, simple letter or fax (not just a registered letter).

For Hera it is fundamental to acquire the customer’s consent clearly, responsibly and unequivocally. To do so we have added even more specific quality controls, in line with what is required by the Consumer Code:

  • for contracts offered by phone, a second call must be made to check that the customer has received the contract and actually wants to accept it, and to monitor, at the same time, the quality of the sale effort carried out by our teleselling channel. In addition, the customer can retrieve the telephone recording of their conversation via the web portal or automated phone system;
  • for contracts proposed following a visit to the customer’s home, besides the welcome letter that is sent to them, a phone call is made that assesses the quality of the sales channel and gives the customer a chance to exercise their right to change their mind.

The expansion of the commercial network led to opening new points in Mantua, Pordenone and Fano. The commitment to remain close to customers is manifested not only by opening new stores but also by periodically checking the adequacy of the existing ones, in terms of location and size, in order to optimize the presence and coverage of the territory in line with the growth in the number of customers and services offered.

At the end of 2017, the sales channel dedicated to small business customers had more than 80 business agents, active in 9 regions of Italy, with specialist training in energy markets and related offers.

The continuous improvement of sales processes, together with the constant monitoring of sales channels, led to significant results in 2017 in terms of complaints for unsolicited contracts. The number of complaints fell by 40% to 95 contracts, compared with over 328,000 contracts concluded outside business premises. All complaints for unsolicited contracts were accepted and 100% of the cases were subject to recovery measures.

In 2017, the changes made to the sales processes in 2016 became fully operational: high standards of quality and commercial correctness, as shown by the monitoring indexes, were consolidated.

The proximity to our customers and their protection remain the fundamental principles of Hera Comm’s sales activity. In addition to measures to care for unwanted activations and contracts, as required by AEEGSI’s resolution 153/2012/R/com as amended, Hera Group has added other safeguards to those already required by AEEGSI:

  • sending a welcome letter to residential and non-residential gas customers also for contracts concluded in Hera Comm’s offices;
  • making withdrawal easier, requiring an email, simple letter or fax (not just a registered letter).

For Hera it is fundamental to acquire the customer’s consent clearly, responsibly and unequivocally. To do so we have added even more specific quality controls, in line with what is required by the Consumer Code:

  • for contracts offered by phone, a second call must be made to check that the customer has received the contract and actually wants to accept it, and to monitor, at the same time, the quality of the sale effort carried out by our teleselling channel. In addition, the customer can retrieve the telephone recording of their conversation via the web portal or automated phone system;
  • for contracts proposed following a visit to the customer’s home, besides the welcome letter that is sent to them, a phone call is made that assesses the quality of the sales channel and gives the customer a chance to exercise their right to change their mind.