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 2023, thanks to the “bolletta web” option, more than 687 [FF1] thousand electricity and gas sales service customers and over 864 water service customers (for the companies Acea Ato 2, Acea Ato 5, Gesesa, Gori and AdF), were receiving their bill in digital format, thus generating a saving of 258.6 tons of paper, with an increase of 24% over the figure for 2022.
In May 2023, the results of the third edition of the .trust research were published, conducted by the Lundquist firm, which evaluates the quality of communication of Italian companies, their ability to describe their business in a clear and engaging way, to convey consistent messages on different digital channels and to generate trust in their stakeholders. In the "Narrators" quadrant, Acea was in the "Gold class" together with the companies that stood out the most in the national panorama of digital corporate communication and which have shown to be virtuous on issues related to the purpose, people and communication of sustainability. Acea is also mentioned in the research as a best practice for strategic narrative and for issues relating to careers and people.
Among the various paths undertaken, we have found the drive towards digitalisation is the one that opens up the greatest opportunities for development. We are continuously engaged in upgrading all our digital channels to offer our customers the possibility to carry out online most of their commercial operations, providing tools that simplify customer service procedures, such as digital platforms and the territorial Waidy Points. In order to be closer to the people with an even more targeted approach, we diversified our contact channels, by developing the MyAcea Energia and MyAcea Acqua apps dedicated to the various services. We are also constantly committed to 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.
Territorial Waidy Points
The Waidy Point, launched for the first time in 2021, is a mobile structure equipped with a monitor, internet connection, scanner and printer, from where customers, assisted by an employee present on site, can contact operators via video call and carry out any commercial operation. The Waidy Point solution enables a more widespread dissemination throughout the territory; in fact, the requesting Municipalities, having made available a digital facilitator, can initiate agreements with Acea Ato 2 for the opening of further local hubs, in premises located within the Municipality in question, using hardware provided by the Company. With a view to combining innovation and proximity to the customers who are less familiar with or lack access to computer tools, Acea Ato 2 helped to further reduce the “digital divide” in the area by activating overall 20 new operational Waidy Points by 2023.
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 bills, 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 2023, Acea Ato 5 launched a contest called “Passa alla bolletta digitale e vinci” (switch to a digital bill and win) to promote the use of interactive bills: subscriptions to the related web area increased by 7% compared to a year earlier, to reach a 33% share of the year’s total active contracts.
"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. At Acea, we aim 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 platform 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.
| X | YOUTUBE | |||
|---|---|---|---|---|
15,249 followers over 200.927 interactions |
6,516 followers |
5,343 followers 2,137 interactions |
88,999 followers |
|
Data as at 31 December 2022
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