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.
By 31 December 2020, approximately 808,567 water and electricity utility customers (involving the companies Acea Energia, Acea Ato 2, Acea Ato 5, Gesesa, Gori and AdF) had subscribed to the “Bolletta Web” service, generating a saving of 105.5 tons of paper (with an increase of 92% compared to the figure for 2019)
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 and the new digital help desks.
We are constantly renewing and updating 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 communities where 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. During the Covid-19 health emergency we further upgraded all our digital services and the MyAcea app, in order to continue ensuring services at local level. In 2020 the app was installed by 290,000 people, with an increase of 61% compared to 2019
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". In fact, in 2020 we implemented a major project for the graphic restyling of water bills which made it possible to simplify and streamline the contents by introducing a totally new graphic design. Moreover, since 2020 we have been working on an interactive bill, a new digital service, completely free of charge, to enable easy and rapid consultation of bills.
"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, where information circulates in a rapid and widespread manner, are proving to be the channels most frequently utilised and visited. Acea intends to monitor these channels in the best way possible and, with this in mind, since 2019 we have been active on the main social media by way of a storytelling strategy that effectively conveys our key business topics and valorises, in a suggestive manner, our people and our engagement in the community.
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4,689 followers 48,300 interactions |
3,633 followers |
4,503 followers 8,780 interactions |
46,964 followers 19,798 interactions |
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