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CASE STUDY

The customer experience project to improve customer relations

The customer experience project, that started in 2015, analysed a number of touch points and customer journeys to identify projects to improve their experience, to reduce the gap between the service provided and what was expected.

As to the development of digital channels, 2016 was the year in which we worked to renovate our Servizi OnLine on line services, which have been accessible to customers starting from January 2017: the existing functionality remained, including the management of readings, contracts and bills, and some useful tools were added, such as a consumption chart with average daily energy consumption history and the tracking of the status of customers’ contract activations.

In 2016, we implemented a new project that involves all the customer service operators, under which they use a new language in their relations with final customers, that is friendly and that helps simplify the comprehension of individual situations, enhancing the service orientation: by doing so we have increased our capability of responding completely and concretely to requests.

 
 
Sustainability and Shared value
 
Sostenibilità e Valore condiviso
 
 
REINVENTING THE CITY
 
REINVENTING THE CITY Regenerating resources to move to a society based on the circular economy
 
 
Together we can make the difference!
 
Insieme facciamo la differenza!