Approximately 316,000 Acea Energia and Acea Ato 2 customers registered for the "online bill" option in 2018, which has allowed us to save 39 tons of paper each year.
Transparent communication with our customers helps us respond more effectively to their needs and generally speaking to the needs of those people who contact us.
The digital world means we can now reach all our stakeholders much quicker.
Approximately 316,000 Acea Energia and Acea Ato 2 customers registered for the "online bill" option in 2018, which has allowed us to save 39 tons of paper each year.
We are a highly customer-oriented Group and our objective is to continually strive to ensure the customer's journey is of the highest quality.
Among the many paths we have taken, we have found the boom in digitalisation to be the one which opens up the greatest opportunities of development for us. We are developing all our digital channels to offer our customers the opportunity to carry out most of their commercial operations online and we have used tools to simplify customer service procedures, such as our online chat on MyAcea.
We have upgraded the graphics and contents of our Group website, aiming to highlight the distinctive features which make us an industrial Group serving the residents and communities in which we operate.
"MyAcea" the self-care 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 with new functions, such as the automatic linking of utilities for customers with several active accounts and the “Facebook” style notification to remind the customer of the most important actions to take on-line.
Clear, transparent invoicing has also improved communications with the customer: our website displays a guide on how to read your energy and water bill. We have worked directly on the layout of the document to optimise the contents, and we have included messages to promote supply management services and green invoicing options, such as the "online bill".
Mystery customer evaluations provide a very useful monitoring tool to improve our contact channels. We conduct them regularly and share the results with our managers and operators, in order to identify the corrective actions required in the areas with the greatest problems.
Social media are proving to be the most popular channels people visit. Thanks to these channels we can get in touch with customers faster and speak with them directly in real time to ensure they receive excellent assistance.
