Approximately 316,000 Acea Energia and Acea Ato 2 customers registered for the "online bill" option in 2018, allowing us to save 39 tons of paper each year.
Transparent communication with customers helps us to respond more effectively to their needs and, in general, to the needs of the people who come into contact with us.
The digital world means we can now reach all our stakeholders even more quickly.
Approximately 316,000 Acea Energia and Acea Ato 2 customers registered for the "online bill" option in 2018, allowing us to save 39 tons of paper each year.
We are a highly customer-oriented Group and strive to ensure the best possible customer journey.
Among the paths we have undertaken, we have found the drive towards digitalisation is the one that opens up the greatest opportunities for development. We are upgrading all our digital channels to offer our customers the possibility to carry out online most of their commercial operations and have used tools that simplify customer service procedures, such as the online chat available on MyAcea.
We have renewed the graphics and content of our Group website, with a view to highlighting the distinctive features that make us an industrial Group serving the residents and the communities in which we operate.
"MyAcea" reserved platform
Also available as an app for mobile devices and accessible from a single account, MyAcea allows customers to autonomously manage all their active water, electricity and gas utilities by simply and simultaneously extending the operations available.
In 2018, the platform was given new features, including the start-up of a new payment channel and improved user experience via new functions, such as the automatic linking of utilities for customers with several active accounts and the “Facebook” style notification to guide and remind the customer of the most important actions to perform on-line.
Clear, transparent invoicing has also improved communications with the customer: not only does our website display a guide on how to read your energy and water bill, but we have also worked directly on the layout of the document, optimising the contents and including messages to promote supply management services and green invoicing options, such as the "online bill".
"Mystery client" investigations provide a very useful monitoring tool for the improvement of our contact channels. We conduct them on a regular basis and share the results with our process managers and operators, in order to identify the corrective actions required wherever the greatest problems have emerged.
The social media are proving to be the channels most frequently utilised and visited. Thanks to these channels we can disseminate our communications more quickly and speak to users directly and in real time ensuring they receive excellent assistance.
