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 2021, thanks to the bolletta web option, approximately 1.1 million Acea Group customers (as regards the companies Acea Energia, Acea Ato 2, Acea Ato 5, Gesesa, Gori and AdF) were receiving their bill in digital format, thus generating a saving of 152 tons of paper, with an increase of around 44% compared to the figure for 2020).
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 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. In order to be closer to the people, Acea Energia has also activated numerous local shops and, in 2021, Acea Ato 2 opened its first Waidy points, making available at local offices a digital help desk service.
We are constantly renewing and updating the graphics and content of our Group website with a view to highlighting the distinctive features, which 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. By 31 December 2021 the app had been installed by 361,000 people, with an increase of 24.5% compared to 2020.
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 2021 we completed a project for the graphic restyling of water bills, enabling the simplification and streamlining of contents via the introduction of a totally new graphic design. We have also activated the interactive bill, a new digital service, completely free of charge, for 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.
| YOUTUBE | ||||
|---|---|---|---|---|
6,032 followers over 4.8 mln interactions |
4,771 followers |
4,783 followers 14,993 interactions |
61,145 followers 22,538 interactions |
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Data as at 31 December 2021
