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Close to customers. Present in the community

Close to customers. Our presence in the community

Outstanding customer care is a defining characteristic of the Hera Group, one of Italy's biggest multi-utility firms. Every day the Group provides waste management, water management and energy services to about 4.4 million people and about 100 thousand companies.

In 2018, over 2.5 million gas and electricity customers were served in several Italian regions.

A far-reaching presence throughout the area is flanked by meticulous customer care and a fair business philosophy, both of which are supported by constant, detailed checks across the sales network.

The multiutility offers many, easily accessible contact channels, which include:

  • 144 branches (of which 116 in Emilia-Romagna, Friuli Venezia Giulia and Marche), supplemented by the branches managed in Abruzzo);
  • 13 "Hera Comm Points" present in the growing areas (Ancona, Fano, Gorizia, Livorno, Lucca, Mantova, Parma, Pesaro, Piacenza, Pordenone, Prato, Reggio Emilia, and Teramo);
  • call centres differentiated by target;
  • web services that allow customers to manage their utilities and contracts online, at any time;
  • a multi-service mobile device app, with functions similar to those of our online services.

All channels are monitored and provide outstanding service levels.

Call Centres

  • 4.9 million calls in 2018 of which:
  • 95.6% had a good outcome for private customers
  • 95.5% had a good outcome for business

Call Centre waiting times

  • 36 seconds for private customers
  • 31 seconds for businesses

Help desk waiting times

  • 9.6 minutes in 2018